Service Delivery Manager

NTT
Shanghai
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Education: bachelorsSkills: ["Written and verbal communication","Problem-solving","Initiative","Client service orientation","Influence and persuasion"]

Own service delivery for medium to large, complex client contracts as the primary services interface. Manage contract governance, service management review meetings, and ensure processes and documentation are in place. Lead service activation activities for Uptime Proactive Support Services, coordinate with GDC, and drive service performance through service delivery reports, escalations, and major incident governance. Identify improvement trends and manage service change requests, compliance, and vendor backout issues.

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FursaFursa
NTT
NTT
2 days ago

Service Delivery Manager

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Last checked: 12 hours agoStatus: Live

Job Summary

Own service delivery for medium to large, complex client contracts as the primary services interface. Manage contract governance, service management review meetings, and ensure processes and documentation are in place. Lead service activation activities for Uptime Proactive Support Services, coordinate with GDC, and drive service performance through service delivery reports, escalations, and major incident governance. Identify improvement trends and manage service change requests, compliance, and vendor backout issues.
Location: Shanghai
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Serve as the primary interface managing the services relationship between client and organization for assigned contracts/accounts.
  • •Own service governance structure and run service management review meetings; ensure required processes and documentation are in place.
  • •Perform client-facing service activation activities for Uptime Support Services and coordinate with GDC to ensure successful completion.
  • •Manage operations performance including service improvement plans, service delivery reporting, escalation management, and meeting management with clients.
  • •Lead major incident scrutiny, change management/ RoE changes, runbook development and updates, and ensure compliance and lifecycle management of contracted services.

Key Requirements

  • •Relevant bachelor’s degree (or equivalent) in Information Technology, Business Administration, or a related field.
  • •ITIL certification (e.g., ITIL Foundation or higher).
  • •Seasoned experience in service delivery and/or related functions in a medium to large ICT organization (preferably an IT service provider).
  • •Background delivering IT services, managing IT projects, and understanding the IT service lifecycle.
  • •Seasoned experience managing client relationships, understanding client needs, and ensuring client satisfaction.
Education:Bachelor's in Information Technology or Business Administration
Skills:Written and verbal communicationProblem-solvingInitiativeClient service orientationInfluence and persuasion
Certifications:ITILProject Management Professional (PMP)Client Relationship Management

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