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Senior Service Delivery Manager

Service Delivery Manager,

 

Managed Services – About Us

Over the last 15 years, we have grown steadily in Managed Services and we are expanding our teams due to our ongoing success.  We have a range of businesses, including multinationals and very large household names in our portfolio, across many industries and countries.  We have a large number of consultants, UK wide, who provide support across all SAP areas as their primary job function.  We take care of our customers’ solutions from A to Z, transforming trust, into value. From analysing and optimising customer processes, to implementing tailored solutions to suit their needs, to service and maintenance of their SAP system landscape. We work collaboratively with our own teams, the project delivery teams and our customers to ensure long term support excellence and vision.  Please apply to join a thriving team of creative consultants who are friendly, knowledgeable, highly skilled and love the variety of work within Managed Services.

 

ABOUT YOU

You will have extensive service delivery management experience, having managed the delivery of outsourced or supplier services to customers for at least 5 years and confident communicating to C’ level customers and stakeholders.  Ideally, you’ll have experience delivering SAP/application and infrastructure/hosting services.  You’ll play a key role in the relationship with your customers, drawing on your excellent IT and relationship/stakeholder management skills to deliver high levels of service.  You’ll be able to translate between technical and non-technical teams and customers which will need a strong grasp of IT services and ITIL methodology.  Internally, you’ll bring ideas, energy and enthusiasm to a growing team of Service Managers at various stages in their career, to support the ongoing development of the service management practice.

 

POSITION DESCRIPTION OVERVIEW

The position of Service Delivery Manager within Managed Services will undertake a number of customer focused roles. These are outlined below:  

  • Act as the BAU Operational Manager during all stages of the Service lifecycle
  • Responsible for the fulfilment of all contractual obligations for assigned customer accounts
  • Act as the central global contact person for all aspects of the service provided to assigned customers
  • Oversight and coordination of internal delivery teams and external partners – including AMS, TMS and Hosting services
  • Act as the customer advocate within NTT Data Business Solutions (NDBS) for all Business as Usual (BAU) activities

The main tasks for a Service Delivery Manager are as follows:

  • Develop and foster enduring relationships with appropriate customer stakeholders
  • Oversee the delivery of services as defined in customer contracts
  • Establish and operate controls that monitor the quality of service and adherence to SLAs
  • Measure and monitor customer satisfaction, and initiate suitable intervention/improvement activities where required
  • Act as a central escalation point for customer issues
  • Oversee time charging, revenue forecasting and invoicing activities for assigned customer accounts
  • Schedule, chair and record regular customer review meetings
  • Oversee the delivery of effective Service Reporting processes
  • Coordinate and communicate operational activities such as patching and the implementation of customer enhancements  
  • Identify and act upon opportunities to grow the scope of services delivered to assigned customers

On a scheduled basis (generally monthly) the activities will include:

  • Facilitate scheduled meetings to review account status as well as SLA performance
  • Schedule and chair Service Review and Business Review meetings with the customer and internal stakeholders
  • Attend onsite visits, operational meetings (internal and external) and Steering Committees as required
  • Oversee status reporting
  • Provide regular revenue forecast updates for assigned customer accounts
  • Identify and drive delivery efficiency measures
  • Define and manage priorities (in collaboration with the customer
  • Drive internal operational and external (customer) process improvement

 

Definition of terms:

 

AMS                Application Management Services
BAU                 Business as Usual

NDBS              NTT Data Business Solutions
SDM                Service Delivery Manager
Solman            SAP Solution Manager, NTTD BS ticketing tool
TMS                 Technical Management Services
TSM                 Technical Services Manager
WBS                Work Breakdown Structure, used to log time in SAP against a defined code

 

Become part of a Global Company with a history of success and ambitious plans for the future. Please apply by creating your Candidate Profile and attaching your application documents

Get empowered by NTT DATA Business Solutions!

We transform. SAP® solutions into Value

 

Primarily home based, but flexible to working from customer site if the role requires from time to time; travel to customer sites and offices for internal and external meetings on an ad-hoc basis.

Apply now 

Become part of a Global Company with a history of success and ambitious plans for the future. Please apply by creating your Candidate Profile and attaching your application documents

Get empowered by NTT DATA Business Solutions!

We transform. SAP® solutions into Value

 

Home, GB Glasgow, GB, G2 5NW

Sep 20, 2022

Apply now »