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The Senior Team Lead, Service Delivery is a developing management role, primarily responsible for managing one or more junior Service Delivery Specialists and ensures continuity in service and may also act as an advocate for the client within the organization.
This role supports the business by taking responsibility for overall contract management for medium to large complex client contracts. This role is 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.
This role may operate across multiple sites or Support Services offerings. This role is the primary interface managing the services relationship between the client and the organization. This role owns the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.
This role is a chargeable service in the Uptime Proactive Support Service (PSS) option and is responsible for performing client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion. It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.
This is a people management role responsible for managing, coaching and mentoring Service Delivery Specialists, ensuring achievement of team KPIs.
Key responsibilities:- Leads and coaches a team of one or more Service Delivery Specialists.
- Provides support and guidance to the team.
- Provides subject matter expertise to the team.
- Collaborates with internal leadership / stakeholders to set the strategy and direction for the team of Service Delivery Specialists.
- Fulfils key role and responsibilities of that of a Service Delivery Specialist – depending on regional and / or country requirements.
- Monitors client satisfaction and identifies service improvement plans to address with immediate service delivery team.
- Establishes relationships with the relevant teams within the organization whom the Service Delivery Specialists interact with on daily basis.
- Ensures the team of Service Delivery Specialists have the required tools and resources to successfully service the client needs and requirements.
- Manages and coordinate the service delivery budget, compile reports and service delivery metrics.
- Observes the external market by analyzing service delivery management trends and recommend improvements to existing procedures, strategies and policies.
To thrive in this role, you need to have:- Seasoned managed abilities.
- Ability to establish strong relationships with internal stakeholders and external clients.
- Good ability in managing coordinated delivery of service.
- Good 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 commitment to succeed.
Academic qualifications and certifications:- Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related field.
- ITIL Certification, such as ITIL Foundation or higher-level certifications.
- Project Management Professional (PMP) certification desirable.
- Client Relationship Management certification desirable.
Required experience:- Solid demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider.
- Solid experience in delivering IT services, managing IT projects, and understanding the IT service lifecycle.
- Solid experience in managing client relationships, understanding client needs, and ensuring client satisfaction.
- Moderate level of experience managing and leading a service delivery team and / or related function.
Workplace type:
Hybrid Working
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. Accelerate your career with us. Apply today