Service Delivery Manager

The Service Delivery Manager, Managed Services Operations is a developing subject matter expert, responsible for operating within a Region/Country or Services function and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within the organization. This role ensures managed service is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational. The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client and assists with the planning, building and supporting of delivering managed services to meet business objectives. Key Responsibilities: Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature. Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA. Provides support to all escalated incidents. Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers. Acts as emergency support contact as needed, for critical client and business-impacting issues. Ensures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift. Timely escalation of all tickets to management with ensuing updates, where applicable. Proactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks. Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices. Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments. Coaches teams within remit by offering technical expertise and pushing work down to other engineering teams. Performs quality audits, covering process, service experience, ticket updates as required. Drives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services. Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams. Implements training and development initiatives for direct reports. Engages with clients for technical operations as part of routine operations. Constantly measures and analyses team's delivery capabilities. Knowledge and Attributes: Good organizational and team management skills. Good communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients. Seasoned understanding of budgets and cost management. Good time management, prioritization and delegation abilities. Good focus on client centricity. Highly focused on business outcomes. Ability to guide the team through transformational objectives set out by the business. Ability to work across different cultures and social groups. Ability to work well in a pressurized environment and adapt to changing circumstances. Academic Qualifications and Certifications: Bachelor's degree or equivalent degree in Information Technology or Computing or related field. ITIL certification is desirable. Required Experience: Solid experience in coaching and mentoring engineering team(s) gained within an information technology services organization. Solid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements). Solid demonstrated experience in organizational change management (transformational experience). Solid demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Center.

NTT 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.