Sr Service Delivery Manager - Technology Services

NTT America Inc. - Toronto, ON (30+ days ago)

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In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?

The role of the Sr Service Delivery Manager is targeted at NTT's key, large clients with multiple services, large-volume and complex procurement, and upside growth potential. The role of a Sr Service Delivery Manager is to represent NTT as the day-to-day point of contact for select key clients, focusing on ensuring client satisfaction and ease-of-use through effective and efficient operations.

Sr Service Delivery Managers ensure the client has a strong and effective operational relationship with NTT. They serve as Trusted Advisors to clients, providing consultative guidance to help the client achieve its business objectives.

The Sr Service Delivery Manager is responsible for the operations related to all contracted services, procurement, installations and projects, client satisfaction and PS and MS profitability, as well as improving the operational relationship between NTT and the client through developing quality management and process improvement techniques. Sr Service Delivery Managers leverage portfolio management techniques to manage the many projects and services work streams in process with the client to ensure NTT meets the client’s business objectives. Key measures of success are the effectiveness and efficiency of our operational relationship with the client.

Working at NTT

Responsible for the overall operational relationship for a key enterprise client ensuring high client satisfaction. Act as escalation point for issues that may impact client relationship in order to mitigate potential negative consequences.
Capture and communicate client’s business objectives and ensure NTT exceeds their expectations
Ensure effective operations across all procurement, professional services, and managed services externally by educating the client and advocating for the use of NTT tools and processes
Act as a central point of contact internally, ensure effective operations across all procurement, professional services, and managed services through collaboration with internal NTT stakeholders, such as the GSC, PMO, Staging and Warehouse, Bid Desk, and Procurement and Logistics
Manage multiple aspects of the business relationship with the client including: billing under SLAs, exception billing, service credits, change order billing, and service level changes and exceptions
Oversee and advise on project administration and operations as needed to ensure client satisfaction
Engage in Quarterly Business Reviews with clients

What will make you a good fit for the role?

Education/Qualifications Required

Bachelors Degree required. Masters Degree preferred.
Cybersecurity qualifications preferred.

Work Experience Required

5-7 years of relevant experience in areas such as client advocacy/support, portfolio management, and technology operational management
At least one year of experience acting in a team lead or supervisory role.
Services knowledge of any combination of the following technical services is required: security, digital infrastructure and digital communications.

Skills and Core Competencies

Excellent business awareness and solid analytical skills
Business consulting skills
Excellent interpersonal and leadership skills
Ability to multi-task and prioritize with great attention to detail
Ability to be effective in a matrix environment
Proficient in leading team efforts
Excellent communication skills and documentation skills
Excellent client liaison and facilitation skills
Ability to originate new projects with existing clients through understanding of client business needs

Join our growing global team and accelerate your career with us. Apply today.

Equal opportunity employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.