Managed Services Service Delivery Manager
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Key skills for this role
About the Role
NTT DATA is seeking a Managed Services Service Delivery Manager to oversee end-to-end delivery of managed services to clients in Riyadh. You will manage SLAs, act as primary client interface, lead service delivery teams, and drive continuous improvement.
Key Skills for This Role
Responsibilities
- Manage end to end delivery of managed services, ensuring alignment with SLAs, quality standards, and client expectations
- Act as primary point of contact for clients, managing inquiries, escalations, and feedback
- Conduct regular service review meetings with clients, presenting performance, SLA achievement, risk assessments, and improvement initiatives
- Collaborate with cross functional and technical teams to deliver services and resolve incidents
- Oversee contract execution and ensure service delivery aligns with contractual agreements and compliance requirements
- Develop account strategies to strengthen client engagement and identify upselling/cross selling opportunities
- Identify and mitigate risks impacting service delivery and client relationships
- Lead and manage service delivery teams, including resource planning, workload management, and performance coaching
Requirements
- Bachelor's degree in IT, Business, or a related field
- Proven experience in managed services delivery, client management, and SLA driven environments
- Experience in contract management, service delivery governance, and performance monitoring
- ITIL or project management certification (preferred)
- Strong expertise in managed services delivery (infrastructure, cloud, security, support)
- Excellent communication, stakeholder management, and problem solving skills
- Ability to manage cross functional and geographically distributed teams
Full Job Posting
Role Overview
- The Managed Services Service Delivery Manager oversees end to end delivery of managed services to clients.
- Ensures services are delivered efficiently, meet contractual obligations, and achieve high client satisfaction.
- Acts as primary client interface, coordinating across internal teams to drive service excellence.
Key Responsibilities
- Manage end to end delivery of managed services, ensuring alignment with SLAs and quality standards.
- Act as primary point of contact for clients, managing inquiries, escalations, and feedback.
- Conduct regular service review meetings with clients.
- Collaborate with cross functional and technical teams.
- Oversee contract execution and compliance.
- Develop account strategies for upselling and cross selling.
- Identify and mitigate risks.
- Lead and manage service delivery teams.
Qualifications & Experience
- Bachelor's degree in IT, Business, or related field.
- ITIL or project management certification (preferred).
- Proven experience in managed services delivery, client management, and SLA driven environments.
- Experience in contract management, service delivery governance, and performance monitoring.
Knowledge, Skills, And Attributes
- Strong expertise in managed services delivery (infrastructure, cloud, security, support).
- Excellent communication, stakeholder management, and problem solving skills.
- Proven ability to manage client relationships and drive satisfaction.
- Strong project management and organizational skills.
- Ability to manage cross functional and geographically distributed teams.
- Strong vendor and stakeholder management capabilities.
- Financial and business acumen (budgeting, forecasting, billing).
- Familiarity with ITIL or similar frameworks.
- Ability to work under pressure and collaborate across teams.
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