SDM Workplace at NTT DATA

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

27 Feb, 26

Salary

0.0

Posted On

29 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, Supplier Performance, Quality Assurance, Risk Management, Change Management, Escalation Management, Project Management, Analytical Skills, Communication Skills, Customer Satisfaction, Stakeholder Management, Intercultural Communication, Time Management, Negotiation Skills, Teamwork, Business Consulting

Industry

IT Services and IT Consulting

Description

Supplier Performance: - The SDM team is responsible for the service performance of the supplier. - Conduct regular meetings with operations teams to review service performance, gather feedback, and identify opportunities for improvement. - Prepare regular reports on workplace service delivery performance, including SLA compliance, customer satisfaction levels, and incident resolution times. - The team discusses these contractual reports, KPIs, and dashboards with the TaF-Partner to ensure a high level of service fulfillment and complete availability of information. If the service quality is inadequate, corrective actions are initiated. - Analyze performance data to identify trends, issues, and opportunities for improvement. - Present performance reports to tower leads, providing insights and recommendations for enhancing workplace services. Quality and Risk Management: - Monitor service delivery metrics and key performance indicators (KPIs) to assess performance, Service quality and identify areas for enhancement. - Monitoring and ensuring the quality assurance of the CMDB accuracy. - Setting up an internal control system for long-term risk monitoring, including risk reports and mitigation actions. - Regular feedback and Customer Satisfaction (CSAT) interactions with the business customers should be conducted. Claims and Change Management: - The SDM is responsible for the claims management process, which includes monitoring, Spot-checks, Exceptions approval etc. - The team is responsible for identifying change interdependencies across multiple towers. Mitigate risks associated with changes and minimize their impact on service delivery. Escalation Management: - Service Delivery Management serves as the escalation point for issues related to services, quality, and performance that are not tied to a specific ticket but rather impact the overall satisfaction of the business with the service. Proven experience in service delivery management, preferably in workplace services or related areas. Overarching understanding of the service portfolio. Deep understanding of the technology streams: WPSD, DC/SAP & Network. High methodological competence, particularly good knowledge, and experience in project management. Structured and organized way of working, with very good time management skills. Outstanding analytical and conceptual skills for structuring complex issues. Very good skills in creating presentations suitable for management and visualizing complex contexts. Strong self-initiative and independence, along with team spirit and teamwork. Expertise in using business consulting methods, tools, and standards, and ability to apply them independently. Clear, precise, convincing, and appropriate communication in various situations. Negotiation skills and a strong focus on goals and results. Confidence in dealing with stakeholders, colleagues, and suppliers in an international and intercultural environment. Ability to assess new changes regarding correctness and completeness. Familiarity with methods ensuring quality. Advanced level of English proficiency. Excellent communication and interpersonal skills, with the ability to engage effectively with Customers, vendors, and internal teams. High customer orientation.

Responsibilities

The SDM team is responsible for monitoring supplier service performance, conducting regular reviews, and preparing performance reports. They also manage claims, changes, and escalations related to service delivery.