Service Delivery Manager

NTT DATA is a team of more than 190,000 diverse professionals, operating in more than 50 countries throughout the world. The sectors where we have activities include: telecommunications, finance, industry, utilities, energy, public administration and health.

Our mission? Offer technological solutions, business, strategy, development and maintenance of applications, while being a benchmark in consulting. All thanks to the collaboration between teams, the human quality of our people and the fact that we do not conform to what is established, we always seek innovation that brings us closer to the future.

Our essence has led us to the forefront of technology, breaking paradigms and providing solutions that truly respond to the needs of each client. Our talent has led us to be one of the top 6 technology companies in the world.

Because #Greattech, needs #GreatPeople, like you

NTT DATA is looking for high-achieving team players that are quickly adaptable to new challenges and entrepreneurial ventures. We are looking for a Service Delivery Manager to work remotely with our global client. 

Responsibilities:

• Service team coordinator for NA region, ensuring the proficiency of all the team members and the adoption of all the service best practices.
• Coordinate AMS team involvement and support.
• Ensuring the proper dispatching and prioritization of all the AMS activities, ensuring the SLA compliancy.
• Prepare weekly and monthly status report of the service health with service KPIs.
• Accountable for measuring the quality of service provided to Nestlé and the Service Level Metrics.
• Driving the operational meetings with the customer.
• Plan, coordinate and monitor Application Maintenance Service delivery activities and provisions, managing related resources allocation and staffing.
• Conduct periodic AMS team and service readiness assessments.
• Act as a first level of escalation for application issues impacting the business or for service quality concerns
• Ensure compliance to process and quality standards through all Application Maintenance Service provisions.
• Report directly to the Global Xtel Service Manager based in Italy

Requirements:

• 5 years of experience within Service Delivery Management
• Experience managing groups of 5 individuals
• Bachelor's Degree or equivalent professional work experience
• Proven successful performance against SLAs and KPIs
• Knowledge of ticketing tools such as JIRA, DevOps, ServiceNow
• Comfort working with people across different regions and time zones
• Strong business relationship management skills
• Strong communication and interpersonal skills (oral and writing)
• CPG or TPM experience is a plus

Why NTT DATA? 

Empowerment and rewards are the cornerstone of our career development model. We are a young, fast-growing company, with a highly innovative and entrepreneurial spirit, because of this professional experience and growth will be unmatched. Our talent and positive attitude allows us to transform our goals into achievements, and projects into realities.

NTT DATA is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. NTT DATA is an Equal Opportunity Employer Male/Female/Disabled/Veteran and a VEVRAA Federal Contractor.

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