Service Delivery Specialist (L3) at NTT Ltd.

Working at NTT

In this position your key accountabilities will be to:

• Building and maintaining key client relationships and an aptitude for identifying and understanding your clients’ business processes and requirements.
• Support the process of reviewing propositions/contracts and/or setting up of new contracts.
• Mobilize, and lead cross departmental teams and third parties in the frame of delivering high value, contracted services to your clients.
• Fully comprehend the as sold services and service levels, evaluating it against client requirements and working with broader organization to align and meet client needs.
• Understand client services and related commercials, working with sales and credit controllers to ensure sound accurate commercials for the contracted services within your control and coordinating the resolution of any financial queries or disputes.
• Develop an operational and service management approach with the client to align to client needs.
• Establish a third-party engagement and performance management model, facilitating monthly reviews and enhancing agreements and contracts.
• Managing day-to-day delivery of the operational teams and third parties, through effective and efficient oversight and management processes.
• Own and drive all major outages and incidents, being the single point of contact to the client until resolution.  
• Reporting and data analysis with feedback of specific focus on analyzing of Service Delivery and to identify the appropriate Best Practice strategy.
• Continuously evaluate business capacity and actively advise Senior Management on the capacity to establish new Strategies and Services.
• Risk management, through a risk register, identifying various risks; contractual, commercial, technology, governance or delivery risks. 
• Responsible for managing meetings, presentations and reports required to effectively manage the service.
• Exchange knowledge and find support from other Service Delivery Managers in implementing our growth strategy.

Qualifications and Certifications, Skills, and Experience:

• Degree and or National Diploma in Information Technology.
• ITIL V3/V4 Certified.
• SIAM and other relevant industry certification advantageous.
• Experience in managing complex contracts and integrating various teams and third parties as a cohesive delivery team.
• Working within multinational business service environments and delivery against targets.
• Considerable operations experience particularly with a focus on efficiency and effectiveness, service quality delivery.

In addition to the relevant experience and commercial knowledge, the ideal candidate will have the

following skill profile:

• Good understanding and ability to work in a matrix driven cross functional environment.
• Good organizational and time-management skills
• Self-motivated, able to work from own initiative and able to work as part of a team.
• Strong knowledge of MS software packages
• Perseverance, tolerance, and resilience
• A client centric and continuous improvement mind-set

Skills Summary

Conflict Management, Contract Management, Customer Centric Solutions, Managed IT Services, Negotiation, Project Management, Service Delivery, Service Level Agreement (SLA)