Service Delivery Manager

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?

We are currently looking for a “Service Delivery Manager” to support the business in achieving its objectives.

The role takes responsibility to provide continuity in service and act as an advocate for client within NTT. They support the business by taking responsibility for overall Contract management for medium to large complex 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.

The role may operate across multiple sites or for NTT Support Services offering. They are the primary interface managing the services relationship between the client and NTT. The Service Delivery Managers will own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

The Service Delivery Manager role is a chargeable service in Support Service option. They are responsible to perform client facing activities in service activation of Support Services, support and coordinate with GDC in service activation to ensure successful completion. It is the responsibility of the Service Delivery Manager to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders .

Working at NTT

Relationship Management

Identifies the communications needs of each stakeholder group in conjunction with business owners and subject matter experts. Translates communications / stakeholder engagement strategies into specific tasks. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. Negotiates with stakeholders at senior levels, ensuring that organisational policy and strategies are adhered to. Provides informed feedback to assess and promote understanding.

Contract Management

Oversees and measures the fulfillment of contractual obligations. Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Develops strategies to address under-performance and compliance failures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/ projects. Negotiates variations and seeks appropriate authorisation. Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes. Develops and implements change management protocols.

Service Delivery Management

Ensures that service delivery meets agreed service levels. Contribute to services catalog. In consultation with the client negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Financial Management

Monitors and maintains all required financial records for compliance and audit to all agreed requirements. Assists all other areas of IT with their financial tasks, especially in the areas of identification of process, service, project and component costs and the calculation and subsequent reduction of all IT service, project, component and process failures. Contributes to financial planning and budgeting. Collates required financial data and reports for analysis and to facilitate decision making.

Business Risk Management

Investigates and reports on hazards and potential risk events within a specific function or business area.

What will make you a good fit for the role?

• A bachelor’s degree in engineering or equivalent training with at least 5 years of working experience in a similar function
• Good communication skills in Dutch and/or French and English (verbal and written)
• Strong analytical thinking
• Stress Resistant
• Good at solving problems and can use your initiative to drive innovation
• Assertive in their approach and display excellent persuasion and influence ability
• ITIL V4
• A very good market overview in regards of service

Join our growing global team and accelerate your career with us. Apply today.