Service Delivery Manager - Madrid, España - NTT Ltd.

NTT Ltd.

Empresa verificada

Madrid, España

hace 1 semana

Publicado por:

Isabel García

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Descripción

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?

Responsible for high-level relationship management and acts as 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.

Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client's business.

Working at NTT

Service Delivery Specialists are responsible for providing continuity in service and 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.

The role of Service Delivery Specialists 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:

Work as Independent Contributor (IC)_
Act as the primary interface managing the services relationship between the client and NTT Ltd
Perform clientfacing service activation activities and support GDC in service activation completion
Operations performance, including:
Service Improvement Plans
Establish, monitor, and report Service Delivery Reports
Escalation management and Reporting
Meeting Management with Clients

Major Incidents

Scrutinize adherence to process, recommends changes when SLA is not met, and work with larger delivery teams.

Change Management

Manage and own all RoE Changes.

Service First

Own Service First asset verification and contract status.

Vendor Backout

Manage backout issues with Vendor.
Work with the Transition team and assigned Technical Account Manager to develop a runbook that includes processes, escalation lists, and documentation. _
Update runbook regularly to reflect the necessary changes.

The run book content includes:

Network map(s)
Sitelevel engineering diagrams
Client and site contacts
Configuration item and IT service mappings (relationships)
Lead and facilitate resolution of products and technical issues in concern with assigned Technical Account Manager_
Provide assurance regarding the compliance of, and lifecycle management for, all contracted Services
Receive and manage change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations, etc
Interface with NTT Ltd internal contract management teams to normalize and execute change orders
Review new offers and service capabilities with the appropriate members of the team
Support billing / invoicing inquiries and/or disputes
Monitor client satisfaction and identify service improvement plans to address client's satisfaction with the service

Knowledge, Skills, and Attributes:

Ability to establish strong relationships with internal stakeholders and external clients
Excellent relationshipbuilding skills
Strong 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
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