Senior Service Delivery Manager (French/English speaker)

at  NTT Data

MAKE AN IMPACT WITH NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

KNOWLEDGE AND ATTRIBUTES:

• Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
• Advanced analytical mindset, strong initiative, self-driven with a commitment to succeed.
• Advanced understanding of managed services, including infrastructure, cloud, security, and support
• Advanced proficiency in project management.
• Excellent communication, negotiation, and problem-solving skills.
• Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
• Advanced business acumen, as well as financial acumen for budgeting, forecasting, and billing.
• Advanced familiarity with ITIL or other IT service management frameworks.
• Ability to work under pressure and has exceptional organizational skills and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• Adaptability and a customer-focused mindset.

ACADEMIC QUALIFICATIONS AND CERTIFICATIONS:

• Bachelor’s degree or equivalent qualification in Information Technology or Business or related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (for example, PMP) is preferred.

REQUIRED EXPERIENCE:

• Advanced demonstrated experience in a managed services and/or support services environment.
• Advanced demonstrated experience in managed services - service delivery and client management.
• Advanced demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Advanced demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
• Advanced demonstrated experience in monitoring contract performance.
• Advanced demonstrated experience in managing service delivery projects for clients.
• Advanced demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
• Advanced demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
  Workplace type:
  On-site Working

KEY RESPONSIBILITIES:

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
• Acts as the primary point of contact for client inquiries, escalations, and feedback.
• Understands client business needs and objectives to tailor required services accordingly.
• Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Collaborates with technical teams to resolve client issues and incidents promptly.
• Monitors and assesses client satisfaction regularly through feedback mechanisms.
• Takes proactive measures to address client concerns and continuously improve service quality.
• Develops account plans and strategies to enhance client engagement and retention.
• Identifies opportunities for upselling or cross-selling additional services.
• Manages the implementation of new services, upgrades, and projects for clients.
• Coordinates project timelines, resources, and deliverables to ensure successful outcomes.
• Ensures that service delivery aligns with contractual agreements and compliance requirements.
• Consults with legal team to ensure that all contract escalations are addressed with contract governance.
• Monitors and reports on contract performance.
• May oversee financial aspects of client accounts, including budgeting and forecasting.
• May manage billing and invoicing processes.
• Collaborates with technical teams to ensure that client environments are stable, secure, and up to date.
• Stays informed about industry trends and emerging technologies to provide informed recommendations to clients.
• Identifies and mitigates risks associated with service delivery and client relationships.
• Develops contingency plans for potential disruptions.
• Maintains accurate records, client documentation, and incident reports.
• Provides regular reports on service performance and client satisfaction to internal and external stakeholders.