NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Want to be a part of our team?
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
Service Delivery Managers are primarily responsible for managing one or more Service Delivery Specialists. They ensure continuity in service and may also act as an advocate for the client within NTT Ltd.
They support the business by taking responsibility for overall contract management for medium to large complex client contracts. They are responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.
They may operate across multiple sites or NTT Ltd Support Services offerings. They are the primary interface managing the services relationship between the client and NTT Ltd. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.
This is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are responsible to perform client-facing activities in service activation of Uptime Support Services, supporting and coordinating with GDC in service activation to ensure successful completion. It is the responsibility of the Service Delivery Specialist to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.
Key Roles and Responsibilities:
- Lead and coach a team of one or more Service Delivery Specialists
- Provide support and guidance to the team
- Provide subject matter expertise to the team
- Collaborate with internal leadership/stakeholders to set the strategy and direction for the team of Service Delivery Specialists
- Fulfill key role and responsibilities of that of a Service Delivery Specialist – depending on regional and/or country requirements
- Monitor client satisfaction and identify service improvement plans to address with the immediate service delivery team
- Establish relationships with the relevant teams within NTT Ltd whom the Service Delivery Specialists interact with on a daily basis
- Ensure team of Service Delivery Specialists has the required tools and resources to successfully service the client needs and requirements
- Manage and coordinate the service delivery budget, compile reports and service delivery metrics
- Observe the external market by analyzing service delivery management trends and recommend improvements to existing procedures, strategies, and policies
Knowledge, Skills, and Attributes:
- Strategic abilities and ability to coach and lead a team
- Ability to establish strong relationships with internal stakeholders and external clients
- Excellent relationship-building skills
- Excellent ability in managing coordinated delivery of service
- Excellent written and verbal communication skills
- Good at solving problems and can use initiative to drive innovation
- Ability to work well in a pressurized environment
- Assertive in approach and displays excellent persuasion and influence abilities
- Highly analytical with proven negotiation skills
- Passionate, strong initiative, self-driven with a commitment to succeed
Academic Qualifications and Certifications:
- Typically requires a Bachelor’s or equivalent degree
- ITIL certification (mandatory)
Required Experience:
- +5 years of experience required in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider
- +5 years of experience managing and leading a service delivery team and/or related function
Join our dynamic team at NTT and discover the perfect balance between your professional aspirations and personal commitments - we welcome part-time candidates too!
What will make you a good fit for the role?
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.
