Service Delivery Manager Support & Mainten

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SDIS Client Delivery Specialist

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Our SDIS (Software-defined Infrastructure Services) is a proven, industry-leading support service which provides the analytics and centralized management capability to help organizations gain the speed and agility to meet dynamic business demands.

This enhanced visibility enables informed decisions at the right time and provides an increased level of control to ensure business continuity and lifecycle return on investment.

As our SDIS Client Delivery Specialist, you will ensure the successful delivery of our SDIS support services across a portfolio of client accounts.

You will work closely with cross-functional teams to ensure client expectations are met and exceeded, and take ownership of service delivery and contract profitability for multiple client engagements. These clients typically require highly complex service delivery across multiple sites, contracts, and service offerings.

What you will do

Client Communication and Customer Intimacy

• Act as the primary point of contact for client inquiries, escalations, and feedback across several accounts.
• Interact with customers to understand expectations and ensure our SDIS service offers are consistently aligned.
• Understand client business needs and objectives to tailor services accordingly.
• Identify and mitigate risks associated with service delivery and client relationships.

Quality of Service

• Ensure client satisfaction by delivering services in line with agreed service definitions and Service Level Agreements (SLAs).
• Oversee the successful delivery of managed services across multiple clients, maintaining SLAs and quality standards.
• Take proactive measures to address client concerns and continuously improve service quality.
• Collaborate with technical teams to resolve client issues and incidents promptly.

Sales & GTM Support

• Anticipate and coordinate contract renewals across your client portfolio.
• Identify new opportunities and promote additional services to support up-selling.
• Develop account plans and strategies to enhance client engagement and retention.
• Ensure service delivery aligns with contractual agreements and compliance requirements.

Reporting

• Maintain accurate records, client documentation, and incident reports.
• Provide regular reports on service performance and client satisfaction to internal and external stakeholders.

Financial Knowledge

• May oversee financial aspects of client accounts, including budgeting, forecasting, and profitability tracking.

What you will bring

• Bachelor’s degree or equivalent qualification in Information Technology, Business, or a related field.
• Relevant ITIL certification.
• You are proficient in English as well as in French
• Proven experience in a complex support services environment, managing multiple accounts while meeting SLAs and quality standards.
• Strong client centricity, with a demonstrated ability to manage relationships and drive satisfaction across diverse stakeholders.
• Excellent communication, negotiation, and problem-solving skills.
• Advanced analytical mindset, strong initiative, and a self-driven approach with a commitment to success.
• High proficiency in project management and multi-account coordination.