Service Delivery Manager at NTT Ltd

Key Roles and Responsibilities:

Stakeholder engagement

• Internal: Client Success, Support Services Function, GDC Service Operations, Client Managers, Project Management, Service Operations Manager, Technical Services Business Units Managers, Finance and GBS Function.
•  External: Clients, suppliers and/ or vendors.

Relationship Management

• Identifies the communications needs of each stakeholder group in conjunction with business owners and subject matter experts. Translates communications / stakeholder engagement strategies into specific tasks. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining, and working to stakeholder engagement strategies and plans. Negotiates with stakeholders at senior levels, ensuring that organizational policy and strategies are adhered to. Provides informed feedback to assess and promote understanding.

Contract Management

• Oversees and measures the fulfillment of contractual obligations. Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Develops strategies to address under-performance and compliance failures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/ projects. Negotiates variations and seeks appropriate authorization. Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes. Develops and implements change management protocols.

Service Delivery Management

• Ensures that service delivery meets agreed service levels. Contribute to services catalog. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures, and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Financial Management

• Monitors and maintains all required financial records for compliance and audit to all agreed requirements. Assists all other areas of IT with their financial tasks, especially in the areas of identification of process, service, project and component costs and the calculation and subsequent reduction of all IT service, project, component, and process failures. Contributes to financial planning and budgeting. Collates required financial data and reports for analysis and to facilitate decision making.

Business Risk Management

• Investigates and reports on hazards and potential risk events within a specific function or business area.

Assigned Service Delivery Manager

• The Service Delivery Manager ensures overall relationship governance structure is in place and creates this governance alignment between the client and Dimension Data. They act as an ambassador of Dimension Data and representative of client’s organization, communicate the client’s needs back to Dimension Data, and manage the services relationship across multiple service delivery teams. They preserve and maintain the quality, integrity, and availability of the services, and are responsible for the execution phase of the services contracts. They work respectively with internal service delivery teams to evaluate/ qualify change orders and contract management team to ensure change orders are managed and billed accordingly. They maintain overall contractual governance to ensure compliance, and drive consistency of services.

Responsible for service activation

• The Service Delivery Manager is responsible to ensure successful service activation of SDIS Support Services. They perform client facing related activities during service activation, work closely with GDC in resolving service activation issues and ensuring all necessary information is obtained, and support GDC in activating the service successfully. GDC will practice a 3-strike rule where if information remains pending from client after 3 chased attempts, the service activation order will be cancelled.

Capture and manage minutes, agenda items, actions, and decisions.

• The Service Delivery Manager ensures that all meeting-related tasks are actioned, including scheduling of meetings, management of attendees, capturing of inputs / outputs, and management of minutes, agendas, actions, and decisions taken from meetings. This is to provide a traceable history of meetings and their outcomes and to enable improved governance.

Single point of reporting access

•  The Service Delivery Manager ensures that all reporting and additional service collateral is maintained and delivered to clients within the stipulated time including all reports for service availability, performance and capacity management, service level management etc.

Establish, monitor, and report using a balance score card.

• The Service Delivery Manager creates and publishes a balanced scorecard that will provide an 'as is' view of client satisfaction levels within the Services.

Knowledge, Skills and Attributes:

• Ability to establish strong relationships with internal stakeholders and external clients
• Excellent relationship building skills
• Strong ability in managing coordinated delivery of service
• Excellent written and verbal communication skills
• Highly analytical with good problem solving skills and can use initiative to drive innovation
• Ability to work well in a pressurised environment
• Excellent client service orientation
• Displays excellent persuasion and influence abilities
• Passionate, strong initiative, self-driven with commitment to succeed
• Ability to manage budgets, resources, and timelines for service delivery projects
• Proficient in project management, including planning, execution, monitoring, and project delivery
• Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery
• Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
• Ability to use evaluation, judgement, and interpretation to select right course of action

Academic Qualifications and Certifications:

• Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related
• ITIL Certification, such as ITIL Foundation or higher-level certifications
• Project Management Professional (PMP) certification desirable
• Client Relationship Management certification desirable

Required Experience:

• Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organisation, preferably IT service provider
• Seasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycle
• Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction

Skills Summary

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