Service Delivery Manager - Support & Maintenance F/M

NTT
Paris
Workplace: HybridFull timeFunction: Program & Project Management (PMO)Education: bachelorsSkills: ["Communication","Negotiation","Problem-solving","Client-centricity","Organizational skills"]

Oversee end-to-end delivery of managed services contracts for complex multi-site client engagements, ensuring service definitions, SLAs, quality standards, and contract profitability are met. Serve as the primary point of contact for client inquiries, escalations, and feedback, coordinating with cross-functional technical teams to resolve incidents and issues promptly. Monitor client satisfaction, contract performance, and risks while driving continuous service improvements, account plans, and opportunities for upsell/cross-sell.

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FursaFursa
NTT
NTT
10 months ago

Service Delivery Manager - Support & Maintenance F/M

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Last checked: 22 hours agoStatus: Live

Job Summary

Oversee end-to-end delivery of managed services contracts for complex multi-site client engagements, ensuring service definitions, SLAs, quality standards, and contract profitability are met. Serve as the primary point of contact for client inquiries, escalations, and feedback, coordinating with cross-functional technical teams to resolve incidents and issues promptly. Monitor client satisfaction, contract performance, and risks while driving continuous service improvements, account plans, and opportunities for upsell/cross-sell.
Location: Paris
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Ensure services are delivered according to service definitions and Service Level Agreements (SLAs) to drive client satisfaction.
  • •Act as the primary point of contact for client inquiries, escalations, and feedback.
  • •Coordinate cross-functional technical teams to resolve client issues and incidents promptly.
  • •Develop account plans and strategies to enhance client engagement and retention, including upselling/cross-selling opportunities.
  • •Monitor and report on contract performance, client satisfaction, risks, and compliance; manage implementation of new services, upgrades, and client projects.

Key Requirements

  • •Bachelor's degree (or equivalent) in Information Technology, Business, or related field.
  • •Seasoned experience in a managed services/support services environment, including service delivery and client management.
  • •Demonstrated success delivering managed services to clients while meeting SLAs and quality standards.
  • •Experience aligning service delivery with contractual agreements and compliance requirements, including contract performance monitoring.
  • •Strong familiarity with IT service management frameworks such as ITIL (ITIL certification preferred) and project management certification such as PMP (preferred).
Experience:Managed servicesSupport servicesIT service management
Education:Bachelor's in Information Technology, Business or related field
Skills:CommunicationNegotiationProblem-solvingClient-centricityOrganizational skills
Certifications:ITILPMP
Tech Stack:ITILIT service managementPMP

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