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The Senior Service Management Specialist is an advanced specialist role, responsible for high-level relationship management during delivery of a services engagement or an outsourced services solution.
This role is accountable for conducting a deep dive analysis of operational performance metrics and for client satisfaction, ensuring that the ongoing service delivery and support meets agreed customer requirements. This role works with relevant business stakeholders to understand and translate customer requirements into activities, measures, or service components that will ensure that the service operations and delivery teams can meet those.
Key responsibilities:- Monitors operational performance metrics on a day-to-day basis and supports with the conducting of analysis of operational performance metrics.
- Advises on mitigations where operational performance metrics are not met within the analysis.
- Ensures that operational activities and problems are identified, recorded, monitored, and resolved.
- Acts as a conduit for service management that works with relevant delivery teams to ensure optimal service delivery to regions.
- Helps to investigate and manage the adoption of appropriate tools, techniques, and processes (including automation) for the management of systems and services.
- Establishes and maintains operational methods, procedures, and facilities in assigned areas of responsibility and reviews them regularly for effectiveness and efficiency.
- Agrees on points of interaction and escalation with the client and stakeholders, ensuring the continuous delivery of the service according to the service level agreement (SLA).
- Analyses client satisfaction survey results and ensures that the information is used to enhance service delivery in line with client expectations.
- Responsible for managing client satisfaction by ensuring that services are delivered according to agreed service definitions and service level agreements and other contracts.
- Conducts regular service reviews and applies service delivery improvements/change management processes to ensure that service delivery is maintained.
- Identifies risks to service delivery and identifies and implements appropriate solutions/service improvement plans to reduce the likelihood of escalations and/or delivery impact to the client and improves quality of service.
- Contributes to pre-sales processes by providing information on pain points and service delivery performance metrics.
- Works in collaboration with the transition team ensuring the transition of service contracts into operations.
- Performs any other tasks as required by senior leadership/management.
To thrive in this role, you need to have:- Advanced client engagement skills with the ability to support in medium to high complexity engagements.
- Advanced working knowledge of ITIL functions and relevant internal services operations and business metrics.
- Excellent quality orientation and the ability to focus on detail with an understanding of how it impacts the holistic service.
- Excellent negotiation skills and assertive in approach, displaying excellent persuasion and influence ability.
- Advanced understanding of the IT industry and standards for IT service management (PMBOK, Prince2, ITIL, COBIT frameworks).
- Excellent communication skills (both verbally and written) with the ability to employ these skills to interact with a variety of stakeholders.
- Skilled at solving problems and using initiative to drive innovation and identify potential opportunities within the accounts.
- Advanced technical knowledge of relevant internal services offerings, and associated platforms and processes.
- Advanced exposure and working-level knowledge of all IT technology domains including (but not limited to) Data Center, Networking, Security, Cloud, Collaboration etc.
- Advanced understanding of emerging technology and trends impacting IT operations.
Academic qualifications and certifications:- Bachelor's degree or equivalent in information technology, computer science, or a related field.
- Relevant professional certifications such as ITIL Expert, PMP (Project Management Professional), or other relevant certifications are highly beneficial.
Required experience:- Advanced demonstrable work experience gained within a large scale (preferably multinational) technology services environment.
- Advanced demonstrable IT Infrastructure services operations experience gained within a large IT enterprise environment.
- Advanced demonstrable vendor management experience.
- Advanced experience in developing and implementing improvement plans and services.
- Advanced previous experience in client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.
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About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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