Client Deivery Executive (CDE II) - Onsite in Omaha, Nebraska at NTT DATA

Omaha, Nebraska, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Feb, 26

Salary

0.0

Posted On

13 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Delivery Management, Manufacturing Experience, IT Support, Incident Response, Project Management, ITSM Tools, Oracle Projects, ITIL Framework, Customer Service Skills, Communication Skills, Crisis Management, Business Continuity, Client Satisfaction, Stakeholder Communication, Cost Management, Governance Meetings

Industry

IT Services and IT Consulting

Description

Ensure Service Improvement Plans exist for any areas not performing to contracted service levels Ensure plans exist to turn any Amber/Red status to Green with clear Go to Green Plan dates Manage Outage/Escalation/Missed SLA incidents Ensure available automation/efficiency programs are implemented and executing appropriately Manage Sales Enablement - ensure tight integration with delivery teams Deliver P&L for account inclusive of revenue, cost, and margin Ensure accurate and timely revenue/cost/margin forecasts for assigned account Responsible for cost management to AOP/POS and variance action plans Deliver documented Action Plan to close gap of forecast to AOP (Productivity items and Growth items) Manage account Ramp-up / Ramp-down processes Work collaboratively with Client Executive to develop customer relationships, identify and manage relationship risk Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plans are developed and active Provide Client Excellence Updates to Senior Leadership Build and sustain effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience Responsible for improving Client Satisfaction with Delivery Excellence. Requires demonstrated experience with the Information Technology industry including: 10+ years delivery management experience 5+ years' experience in Manufacturing and Provider industry experience 5+ years' experience in IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles 5+ years' experience in end-to-end management of lifecycle projects using project management standards 5+ years' experience and expertise using Enterprise-level ITSM tools such as BMC Remedy or ServiceNow Experience in managing projects in Oracle landscape (ERP, OIC, OCI etc) Strong knowledge of and proven experience applying an ITIL Service Framework and implementation. ITIL Foundations v4 experience 5+ years' experience managing a highly leveraged service environment is preferred Excellent customer service skills and interpersonal skills Strong verbal and written communications skills are a must, as well as the ability to work effectively across internal and external organizations Ability and willingness to travel to client site as needed, current Visa and passport preferred Ability to work across multiple time zones ITIL Foundations certification preferred The CDE position highly encourages a bachelor's degree in computer engineering, Engineering, Computer Science, Information Technology, or related field of study plus 15+ years of experience in the job offered

Responsibilities

The Client Delivery Executive is responsible for ensuring service improvement plans are in place and managing incidents related to outages and missed SLAs. They will also oversee account financials, manage customer relationships, and ensure client satisfaction through effective communication and delivery excellence.