Senior Service Delivery Manager (English & Spanish Speaker)

NTT
Barcelona
Workplace: RemoteFull 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. Act as the primary point of contact for client inquiries, escalations, and feedback, ensuring services meet SLAs, quality standards, and contractual/compliance requirements. Lead proactive communication, technical oversight, issue resolution, risk mitigation, and continuous service improvement. Manage account plans to drive engagement, retention, and identify upsell/cross-sell opportunities.

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FursaFursa
NTT
NTT
4 days ago

Senior Service Delivery Manager (English & Spanish Speaker)

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Last checked: 14 hours agoStatus: Live

Job Summary

Oversee end-to-end delivery of managed services contracts for complex, multi-site client engagements. Act as the primary point of contact for client inquiries, escalations, and feedback, ensuring services meet SLAs, quality standards, and contractual/compliance requirements. Lead proactive communication, technical oversight, issue resolution, risk mitigation, and continuous service improvement. Manage account plans to drive engagement, retention, and identify upsell/cross-sell opportunities.
Location: Barcelona
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Ensure client satisfaction by delivering services according to service definitions and SLAs.
  • •Serve as primary point of contact for client inquiries, escalations, and feedback.
  • •Collaborate with technical teams to resolve client issues and incidents; monitor and report on contract performance and service performance.
  • •Develop account plans and strategies to enhance client engagement and retention, including identifying upselling or cross-selling opportunities.
  • •Manage implementation of new services/upgrades/projects by coordinating timelines, resources, deliverables, and ensuring contractual/compliance alignment.

Key Requirements

  • •Demonstrated experience in a managed services and/or support services environment.
  • •Demonstrated experience in managed services service delivery and client management, meeting SLAs and quality standards.
  • •Demonstrated experience aligning service delivery with contractual agreements and compliance requirements.
  • •Demonstrated experience monitoring contract performance and regularly assessing client satisfaction through feedback mechanisms.
  • •Relevant bachelor’s degree in IT, Business, or a related field; ITIL certification and project management certification (e.g., PMP) are preferred.
Experience:Managed servicesSupport servicesIT service management
Education:Bachelor's in Information Technology or Business or related field
Skills:CommunicationNegotiationProblem-solvingClient centricityOrganizational skills
Certifications:ITILPMP
Languages:EnglishSpanish
Tech Stack:ITIL

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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