SDIS Service Delivery Manager F/M

Make an impact with NTT DATAJoin 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.Our SDIS (Software-defined infrastructure Services) is a proven, industry-leading support service which provides the analytics and centralized management capability to help organizations gain the speed and agility to meet dynamic business demands.This enhanced visibility enables informed decisions at the right time and provides an increased level of control to ensure business continuity and lifecycle return on investment.As our SDIS Client Delivery Specialist, you will ensure the successful delivery of our SDIS support services for our Customers.You work closely with cross-functional teams to ensure client expectations are met and exceeded and take responsibility for service delivery, and contract profitability for your assigned client contracts. These clients require service delivery that are highly complex by nature and are typically across multiple sites and/or service offerings.What you will do:Client Communication and Customer Intimacy:Acts as the primary point of contact for client inquiries, escalations, and feedback.Interact with customers to understand expectations and ensure our SDIS service offers are consistently aligned.Understands client business needs and objectives to tailor required services accordingly.Identifies and mitigates risks associated with service delivery and client relationships.Quality of serviceResponsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.Take proactive measures to address client concerns and continuously improve service quality.Collaborates with technical teams to resolve client issues and incidents promptly.Sales, GTM & PS support:Anticipate and organize contract renewals for customersHelp identify new opportunities and evangelize customers on additional services to facilitate Up-selling.Develops account plans and strategies to enhance client engagement and retention.Ensures that service delivery aligns with contractual agreements and compliance requirements.ReportingMaintains accurate records, client documentation, and incident reports.Provides regular reports on service performance and client satisfaction to internal and external stakeholders.Financial knowledgeMay oversee financial aspects of client accounts, including budgeting and forecasting.What you will bring:Bachelor's degree or equivalent qualification in Information Technology or Business or related field.Relevant ITIL certification.Advanced demonstrated experience in a complex support services environment, meeting service level agreements (SLAs) and quality standards.Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.Excellent communication, negotiation, and problem-solving skills.Advanced analytical mindset, strong initiative, self-driven with a commitment to succeed.Advanced proficiency in project management.Workplace type:Hybrid WorkingAbout NTT DATANTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.Equal Opportunity EmployerNTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today. #J-18808-Ljbffr