Service Delivery Manager Support Services

NTT
Luxembourg
Full timeFunction: Transportation & Fleet OperationsSkills: ["Communication","Negotiation","Problem-solving","Client centricity","Analytical mindset"]

Own the end-to-end delivery of SDIS managed support services across multiple client accounts in a complex, multi-site environment. Serve as primary contact for escalations, feedback, and service alignment, ensuring quality and SLA compliance through proactive issue resolution and continuous improvement. Coordinate contract renewals and identify expansion opportunities, while maintaining accurate documentation, incident reporting, and service performance metrics. May also support account budgeting, forecasting, and profitability tracking.

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FursaFursa
NTT
NTT
2 days ago

Service Delivery Manager Support Services

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Own the end-to-end delivery of SDIS managed support services across multiple client accounts in a complex, multi-site environment. Serve as primary contact for escalations, feedback, and service alignment, ensuring quality and SLA compliance through proactive issue resolution and continuous improvement. Coordinate contract renewals and identify expansion opportunities, while maintaining accurate documentation, incident reporting, and service performance metrics. May also support account budgeting, forecasting, and profitability tracking.
Location: Luxembourg
Employment Type: Full time
Job Function: Transportation & Fleet Operations

Key Responsibilities

  • •Act as the primary point of contact for client inquiries, escalations, and feedback across multiple accounts.
  • •Ensure successful delivery of SDIS managed services in line with service definitions and Service Level Agreements (SLAs).
  • •Coordinate contract renewals, identify expansion opportunities, and support up-selling of additional services.
  • •Oversee risk identification and mitigation related to service delivery and client relationships, and proactively address client concerns.
  • •Maintain accurate client documentation and incident reports, and provide regular reporting on service performance and satisfaction; may oversee budgeting, forecasting, and profitability tracking.

Key Requirements

  • •Bachelor’s degree (or equivalent) in Information Technology, Business, or a related field.
  • •Relevant ITIL certification.
  • •Proficiency in English and French.
  • •Proven experience in complex support services, managing multiple accounts while meeting SLAs and quality standards.
  • •Strong client-centric relationship management skills, including communication, negotiation, and problem-solving.
Skills:CommunicationNegotiationProblem-solvingClient centricityAnalytical mindset
Certifications:ITIL
Languages:EnglishFrench
Tech Stack:ITIL

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