Service Delivery Manager

NTT
Taipei
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Education: bachelorsSkills: ["Leadership","Communication","Client-centric mindset","Analytical problem-solving","Relationship management"]

Lead managed services client delivery for complex, multi-site contracts, ensuring client satisfaction, SLA compliance, and contract profitability. Oversee day-to-day service delivery, monitor performance and KPIs, and implement continuous improvement strategies. Serve as the primary point of contact for escalations, resolve incidents and contractual issues, and coordinate with cross-functional teams and vendors to deliver against service definitions and SLAs.

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FursaFursa
NTT
NTT
3 days ago

Service Delivery Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead managed services client delivery for complex, multi-site contracts, ensuring client satisfaction, SLA compliance, and contract profitability. Oversee day-to-day service delivery, monitor performance and KPIs, and implement continuous improvement strategies. Serve as the primary point of contact for escalations, resolve incidents and contractual issues, and coordinate with cross-functional teams and vendors to deliver against service definitions and SLAs.
Location: Taipei
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Manage a team of Managed Services Client Delivery Specialists and drive delivery excellence against SLAs.
  • •Ensure client satisfaction by delivering services according to agreed service definitions and SLAs.
  • •Oversee day-to-day managed service delivery, including adherence to service levels and quality standards.
  • •Maintain client relationships as the primary point of contact for service issues, escalations, and incident resolution.
  • •Monitor service performance, report on delivery KPIs, and continuously improve service quality and efficiency.

Key Requirements

  • •Advanced experience in managed services and/or support services, including service delivery and client management.
  • •Proven ability to deliver managed services meeting service level agreements (SLAs) and quality standards.
  • •Experience aligning service delivery with contractual agreements and compliance requirements.
  • •Experience monitoring contract performance and client satisfaction through feedback mechanisms.
  • •Experience managing and leading a service delivery team and/or related function.
Experience:Managed servicesIT servicesSupport servicesService delivery
Education:Bachelor's in Information Technology or Business or related field
Skills:LeadershipCommunicationClient-centric mindsetAnalytical problem-solvingRelationship management
Certifications:ITILPMP
Tech Stack:ITILPMP

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn