Managed Services Service Delivery Manager
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Key skills for this role
About the Role
Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for mak.
Key Skills for This Role
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 to deliver services and resolve incidents
- Oversee contract execution and ensure compliance
- Develop account strategies and identify upselling opportunities
- Identify and mitigate risks impacting service delivery
- Lead and manage service delivery teams
Requirements
- Bachelor's degree in IT, Business, or 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 communication and stakeholder management skills
- Financial and business acumen
Full Job Posting
Company Overview
- Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible.
- We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society.
- Our workplace embraces diversity and inclusion it's a place where you can grow, belong and thrive.
Key Responsibilities
- Manage the end to end delivery of managed services, ensuring alignment with Service Level Agreements (SLAs), quality standards, and client expectations.
- Continuously monitor performance and implement improvements to enhance client satisfaction.
- Act as the primary point of contact for clients, managing inquiries, escalations, and feedback.
- Build strong relationships, understand client business needs, and ensure services are tailored to support client objectives and retention.
- 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.
- Ensure client environments are stable, secure, and maintained to high operational standards.
- Oversee contract execution by ensuring service delivery aligns with contractual agreements and compliance requirements.
- Monitor contract performance, manage escalations, and support governance processes.
- 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.
- Maintain accurate documentation and reporting and drive continuous improvement initiatives to enhance service quality and operational performance.
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
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
Workplace type
- On site Working
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