Service Delivery Manager

Salary & Benefits: Competitive plus benefits

Department / Function: Technical Consultancy

Location: London

Job Advert Description:

The Role

We have an exciting opportunity for an experienced Service Delivery Manager to join our Technology Solutions practice to work alongside specific clients ensuring the delivery of services are in accordance with agreed service level agreements and that customer satisfaction and service is delivered as per our contractual obligations.

There is also an expectation to drive continuous improvement and innovation and ensure that the company receives value for money for all expenditure on hardware, software and services. 

The Opportunity

  • Overall governance of SLA and KPI measurements of our clients as vendors for end to end services.
  • Manage delivery processes aligned to contract, customer and NTT DATA requirements
  • Taking ownership of escalated issues and manage to successful conclusion, ensuring clear communication
  • Management of internal matrix teams and offshore resources.
  • Manage customer key stakeholders and end users expectations and CSAT
  • Evaluate any service issues and deliver improvements to stop reoccurrence

The Person

  • ITIL Service Management including incidents, problem and change management
  • Strong problem solving and decision making skills as well as broad technical knowledge in the development and implementation of systems and solutions.
  • You will have strong cost management experience with a proven track record of delivering productivity savings
  • Strong management skills with the ability to lead and motivate geographically dispersed teams including 1st, 2nd and 3rd line support SME's
  • Knowledge and/or experience of the following:
    • Windows and Mac Device setting (desktop, laptops, mobile, MDM)
    • Enterprise desktop imaging and deployment - SCCM will be essential, JAMF also useful
    • Patch Management across multi-site estate
  • Ideally, you will have a degree in an appropriate functional area and an ITIL Management certification 

Join NTT DATA in the UK and you will be joining a growing company where you will be more than just another employee. With an entrepreneurial attitude you will have the opportunity to grow your career and stand out from the crowd. At NTT DATA we help develop innovative business and IT solutions for some of the most respected organisations in the public and private sectors. 

At NTT DATA we place great importance on the value of diversity. The powerful effect of being able to call on a diverse workforce and all the benefits that go with it are central to our culture. It's a core principle that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. We believe that building an inclusive and diverse workplace is essential to our success; we want our people to feel comfortable, be themselves and, as a result thrive.

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