Service Delivery Management (L2) - Johannesburg at NTT Ltd.

Working at NTT

• Service Delivery Managers are primarily responsible for managing one or more Service Delivery Specialists. They ensure continuity in service and may also act as an advocate for the client within NTT Ltd.
• They support the business by taking responsibility for overall contract management for medium to large complex client contracts. They are responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.
• They may operate across multiple sites or NTT Ltd Support Services offerings. They are the primary interface managing the services relationship between the client and NTT Ltd. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.
• This is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are responsible to perform client-facing activities in service activation of Uptime Support Services, supporting and coordinating with GDC in service activation to ensure successful completion. It is the responsibility of the Service Delivery Specialist to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

Key Roles and Responsibilities:

• Lead and coach a team of one or more Service Delivery Specialists
• Provide support and guidance to the team
• Provide subject matter expertise to the team
• Collaborate with internal leadership/stakeholders to set the strategy and direction for the team of Service Delivery Specialists
• Fulfill key role and responsibilities of that of a Service Delivery Specialist – depending on regional and/or country requirements
• Monitor client satisfaction and identify service improvement plans to address with the immediate service delivery team
• Establish relationships with the relevant teams within NTT Ltd whom the Service Delivery Specialists interact with on a daily basis
• Ensure team of Service Delivery Specialists has the required tools and resources to successfully service the client needs and requirements
• Manage and coordinate the service delivery budget, compile reports and service delivery metrics
• Observe the external market by analyzing service delivery management trends and recommend improvements to existing procedures, strategies, and policies

Knowledge, Skills, and Attributes:

• Strategic abilities and ability to coach and lead a team
• Ability to establish strong relationships with internal stakeholders and external clients
• Excellent relationship-building skills
• Excellent ability in managing coordinated delivery of service
• Excellent written and verbal communication skills
• Good at solving problems and can use initiative to drive innovation
• Ability to work well in a pressurized environment
• Assertive in approach and displays excellent persuasion and influence abilities
• Highly analytical with proven negotiation skills
• Passionate, strong initiative, self-driven with a commitment to succeed

Academic Qualifications and Certifications:

• Typically requires a Bachelor’s or equivalent degree
• ITIL certification (preferable)

Required Experience:

• Demonstrated years of experience required in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider
• Demonstrated years of experience managing and leading a service delivery team and/or related function