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Senior Service Delivery Manager

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Position Description:

The Sr. Service Delivery Manager (CSM Team Lead) is dual role with direct Customer Engagement management responsibilities of assigned Strategic customers and up to 25% of time allocated to Team Lead and Management Responsibilities of leading a team of Customer Success Managers who deliver Managed Services to NDBS clients.


Customer Facing:  The SSDM works directly with customers to ensure the quality delivery of support services including managing priorities, reporting performance metrics (SLAs/KPIs), resolving any performance gaps, coordinating project and support budgets, and resolving any conflicts.  The SDM is ultimately responsible for overall customer satisfaction and delivery of all work to the client.


Internal to NDBS:  The SSDM works directly with internal support, project and LOB resources to ensure the quality delivery of support services, including managing priorities, reporting performance metrics (SLAs/KPIs), resolving any performance gaps, collaborating with accounting on billing, resolving any conflicts, and communicating upcoming demand outside of the direct account team.  The SSDM provides feedback to consultants and helps manage the workload across resources


Strategically, the SSDM will collaborate with the Sales Account Executive and Line of Business Management to develop and execute against strategic account plans and goals.  The SSDM will work with Line of Business management to ensure on-going profitability in line with expectations.


Travel expectation for this role is up to 50%.


Duties and Responsibilities:

CSM Team Lead and Management Responsibilities

Team Management

  1. Manage, Develop, and mentor a team of Customer Success Managers
  2. Conduct Regular one-on-one meetings with team members
  3. Accountable for proactively managing resource utilization, including scheduling, hiring, interviewing and on-boarding new employees
  4. Drive successful Transition / On-boarding plans for new clients and Employees
  5. Ensure Operational Excellence for the team, including proper Quality & Governance
  6. Coordination of Management reporting (SLAs, KPIs, profitability, customer satisfaction)
  7. Provide input into performance management process
  8. Identifying and driving growth of team members (as demonstrated through promotion, training, new skill development/delivery, etc.) and provide challenging growth opportunities for team members based on account opportunities
  9. Create awareness of cross-LOB initiatives that will impact delivery of Managed Services to the client (Projects, Organizational changes, etc.)
  10. Provide Executive sponsorship role for clients assigned to the team and support MSR and QBR’s to drive account expansion
  11. Responsibilities will require Utilization component variable based upon team size
  12. Identify and drive Service Delivery continuous improvement & Strategic initiatives
  13. Partner with MS Solutions and Innovations to support MS Sales cycles as well as enabling the Service Delivery team to identify up-sell and cross-sell opportunities
  14. Drive awareness around customer success by working cross functionally with industry and Product / Solutions Management, Marketing, Sales, Global Managed Services, and other key functions


Service Delivery Management Responsibilities

Customer / Engagement Management

  1. Own and drive customer satisfaction and service quality
  2. Lead initiatives and cycles for CSAT and NPS Surveys and feedback loop and corrective actions
  3. Develop customer relationships at multiple organizational levels
  4. Manage delivery of all services
  5. Drive adherence to Customer Contract, compliance and governance
  6. Conduct resource scheduling and coordination through the staffing process and align delivery mix per Contract
  7. Deliver customer reporting (billing, SLAs, and KPIs) and resolve any gaps
  8. Engage with all NDBS Lines of Businesses (LOBs) (Application Management, Maintenance, Hosting, Consulting, Innovation) active with client
  9. Drive awareness of all cross-LOB initiatives that may impact delivery to the client (projects, organizational changes, etc.)
  10. Collaborate, locally and globally with all LOBs involved with the account
  11. Review and approve time weekly and monthly invoice and billing (time and expenses)
  12. Lead service reviews (MSR) on account, financials, engagement, and personnel status
  13. Conduct account planning and development, Roadmaps, Business Reviews (QBR or EBR), and scorecards with Sales and Industry solution team. Provide internal KPI’s on revenue retention and account growth objectives
  14. Lead Escalation management for assigned Clients and team’s clients and drive escalations to closure
  15. Assist Presales with Contracts and SOW’s for assigned Strategic accounts


Project Management

  1. Engage Project management organization for larger projects or perform the role of project manager for smaller projects related to the client
  2. Ensure successful transition of work from the Project Team to the Support resources using the Transition Management framework
  3. Ensure Customer success from Stabilization to Run post transition
  4. Ensure NDBS profitability on the account through adherence to project estimates, service quality, and assigned resource mix


Resource Management

  1. Ensure all Staffing requests are filled in a timely manner or escalate to management. In case of consultant turnover work with Staffing to provide resource replacements in a timely manner
  2. Ensure resources are properly on-boarded to the Customer and engagement
  3. Ensure team members are executing daily operations properly (e.g. updating and completing assigned work, tracking time and expenses, adhering to processes)
  4. Mentor new and existing employees working on assigned client engagement
  5. Provide challenging growth opportunities for team members based on account opportunities
  6. Proactively contribute to the effective development of consultants


Position Requirements/Qualifications:

  • Bachelor’s degree in Information Technology or related field of study
  • 10+ years of IT experience
  • 7+ years of SAP and/or ERP experience with support (client or supplier) experience
  • 5+ years of Service Delivery, Account Management, or Project Management experience
  • Experience engaging with senior customer management
  • Project scoping, estimating, and planning experience
  • Software Development Lifecycle experience
  • Cross functional SAP or ERP expertise with an ability to talk at a medium to high level across the entire application
  • Experience across multiple industries and/or business functions
  • Superior written and verbal communication skills, including a demonstrated ability to effectively deliver information at the C-suite/VP level
  • Superior Organization, Communication and Presentation skills
  • Experience working with SAP current technologies (S4HANA, Cloud) and partner products and able to learn new tools and software quickly
  • Experience working with Global Delivery teams
  • Experience managing a team of direct reports



  • Advanced degree
  • Project Management certification
  • ITIL Framework understanding and knowledge, ITIL V3 Foundations Certification or higher
  • Robust understanding of key technology and market trends.




NTT Data Business Solutions offers competitive salaries, excellent health and dental benefits, including a flexible Paid Time Off Policy, in addition to 10 paid holidays, a 401k plan, remote and/or hybrid work opportunities and many other great benefits. Would you have an interest in pursuing a position with our high growth firm?


Employment is contingent upon the completion of a satisfactory background check | NTT Data Business Solutions participates in E-Verify | No third-party applications will be accepted.

Cincinnati, OH, US, 45242 Home-based, US

Mar 14, 2023

Nearest Major Market: Cincinnati

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