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. The role involves managing SLAs, client relationships, service reviews, and cross-functional teams.
Key Skills for This Role
Responsibilities
- Manage the end to end delivery of managed services, ensuring alignment with SLAs, quality standards, and client expectations
- Act as the primary point of contact for clients, managing inquiries, escalations, and feedback
- Conduct regular service review meetings with clients, presenting service performance, SLA achievement, risk assessments, and improvement initiatives
- Collaborate with cross functional and technical teams to deliver services, implement new solutions, and resolve incidents
- Oversee contract execution by ensuring service delivery aligns with contractual agreements and compliance requirements
- Develop account strategies to strengthen client engagement, identify upselling and cross selling opportunities, and manage financial aspects
- Identify and mitigate risks impacting service delivery and client relationships
- Lead and manage service delivery teams, including resource planning, workload management, performance coaching, and skills development
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
- 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
- Financial and business acumen (budgeting, forecasting, billing)
- Familiarity with ITIL or similar frameworks
Full Job Posting
Role Overview
- The Managed Services Service Delivery Manager is a seasoned professional responsible for overseeing the end to end delivery of managed services to clients.
- This role ensures services are delivered efficiently, meet contractual obligations, and consistently achieve high levels of client satisfaction.
- The Service Delivery Manager acts as the primary client interface, coordinating across internal teams to drive service excellence, operational efficiency, and business growth.
Key Responsibilities
- Manage the end to end delivery of managed services, ensuring alignment with Service Level Agreements (SLAs), quality standards, and client expectations.
- Act as the primary point of contact for clients, managing inquiries, escalations, and feedback.
- Conduct regular service review meetings with clients, presenting service performance, SLA achievement, risk assessments, improvement initiatives, and strategic recommendations.
- Collaborate with cross functional and technical teams to deliver services, implement new solutions, and resolve incidents.
- Oversee contract execution by ensuring service delivery aligns with contractual agreements and compliance requirements.
- Develop account strategies to strengthen client engagement, identify upselling and cross selling opportunities, and manage financial aspects such as budgeting, forecasting, and billing.
- Identify and mitigate risks impacting service delivery and client relationships.
- Lead and manage service delivery teams, including resource planning, workload management, performance coaching, skills development, and fostering a culture of accountability, collaboration, and continuous improvement.
Qualifications Experience
- Bachelor’s degree in IT, Business, or a 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.
Workplace type
- On site Working
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