Senior Service Delivery Manager
Location
Secunderabad | India
Job description
Want to be a part of our team
Responsible for high-level relationship management with clients. Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution.
Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client's business.
Generally has profit and loss responsibilities. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
Working at NTT Key Responsibilities As a Service Delivery Manager for the Managed Threat Detection & Response (MDR) security service, the key responsibilities include:
- Able to support security incidents and relationships at a variety of levels within NTT and the client organisation.
- Performs service reviews in line with SDM deliverables providing reporting on areas such as security incidents and SLA's.
- Oversees diverse and complex customer support issues.
- Acts as a designated single point of contact responsible for the quality of services delivered to the client.
- Maintains consistently high levels of client satisfaction.
- Assist on change management within the context of the support contracts.
- Engages closely with the account team working towards achieving the overall business objectives.
- Works effectively with other NTT business units, such as the cyber delivery centre (CDC).
- Provides proactive advice and guidance to clients to help them fully utilize their contracted services and understand the value NTT provides.
- Takes initiative for their own personal development.
Experience, Skills and Qualifications: Proven Experience of:
- Service Management experience gained in an IT environment.
- A proactive approach to Service Delivery.
- Demonstrable evidence of effective coordination of problem solving skills in complex support incidents.
- Negotiation and conflict management skills.
- Excellent relationship skills and an ability to build positive relationships with clients technical and business personnel.
- Excellent communication skills in written and oral presentation material.
- Experience of working with strategic customers.
- Demonstrable experience of managing small direct and virtual teams.
- Experience of Microsoft products would be desirable.
- Preferably degree level education or significant experience and track record with tertiary qualifications would be acceptable.
- Qualified to a minimum of ITIL Foundation.
Skills Summary Account Management, Client Advocacy, Client Relationship Management, Contract Performance Management, Financial Acumen, People Management, Service Delivery Management, Service Improvement
What will make you a good fit for the role Remote Type: Equal Opportunity Employer NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
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