Service Delivery Manager Support Services

• Make an impact with NTT DATA
• Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

• As our Service Delivery Manager Support Services , you will ensure the successful delivery of our SDIS support services across a portfolio of client accounts.
• You will work closely with cross-functional teams to ensure client expectations are met and exceeded, and take ownership of service delivery and contract profitability for multiple client engagements. These clients typically require highly complex service delivery across multiple sites, contracts, and service offerings.

What you will do:

Client Communication and Customer Intimacy

Act as the primary point of contact for client inquiries, escalations, and feedback across several accounts.

Interact with customers to understand expectations and ensure our SDIS service offers are consistently aligned.

Understand client business needs and objectives to tailor services accordingly.

Identify and mitigate risks associated with service delivery and client relationships.

Quality of Service

Ensure client satisfaction by delivering services in line with agreed service definitions and Service Level Agreements (SLAs).

Oversee the successful delivery of managed services across multiple clients, maintaining SLAs and quality standards.

Take proactive measures to address client concerns and continuously improve service quality.

Collaborate with technical teams to resolve client issues and incidents promptly.

Sales & GTM Support

Anticipate and coordinate contract renewals across your client portfolio.

Identify new opportunities and promote additional services to support up-selling.

Develop account plans and strategies to enhance client engagement and retention.

Ensure service delivery aligns with contractual agreements and compliance requirements.

Reporting

Maintain accurate records, client documentation, and incident reports.

Provide regular reports on service performance and client satisfaction to internal and external stakeholders.

Financial Knowledge

May oversee financial aspects of client accounts, including budgeting, forecasting, and profitability tracking.

What you will bring

Bachelor’s degree or equivalent qualification in Information Technology, Business, or a related field.

Relevant ITIL certification.

You are proficient in English as well as in French

Proven experience in a complex support services environment, managing multiple accounts while meeting SLAs and quality standards.

Strong client centricity, with a demonstrated ability to manage relationships and drive satisfaction across diverse stakeholders.

Excellent communication, negotiation, and problem-solving skills.

Advanced analytical mindset, strong initiative, and a self-driven approach with a commitment to success.

High proficiency in project management and multi-account coordination.

Workplace type :

• Hybrid Working
• About NTT DATA
• NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.

• Equal Opportunity Employer
• NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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