Service Delivery Manager

hace 7 meses

Guadalajara, México Hashmap A tiempo completo

**Req ID**:249141

We are currently seeking a Service Delivery Manager to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Service Delivery Manager (SDM)

We are looking for a dedicated service delivery manager to be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. The main tasks of a service delivery manager, is to be a primary face to the client, providing excellent communication. The Service Deliver Manager is responsible for understanding and **program managing planning, tracking and successful execution of multiple projects, to include but not limited to coordination and/ or task tracking and updates, dashboards of delivery status and working with the Technical Delivery Executive in brokering appropriate SME resources, tracking and overseeing the resolution of delivery and reliability issues, tracking service metrics, managing budgets and contract deliverables, and leading the service delivery team. To be a successful service delivery manager, you should demonstrate strong leadership and teamworking skills. **The service delivery manager may perform technical tasks, such as troubleshooting technical issues, and may perform administrative tasks, such as managing team performance and checking the quality of inventory. The main tasks of a service delivery manager, however, includes managing the programs and projects being delivered to our client and insuring the highest quality of service delivery. To be a successful service delivery manager, you should demonstrate strong leadership and teamworking skills. You should also demonstrate excellent communication and computer skills. **The Service Delivery Manager is responsible for providing weekly updates to the NTT Leaders as well as the client. The Service Delivery Manager must have the aptitude and sense of urgency to communicate with the technical leaders, the Technical Delivery Executive and the internal NTT Executives as the earliest signs of risk as well as successes of the delivery team
Service Delivery Manager Responsibilities:

- Maintaining positive relationships with customers.
- Identifying customer needs and overseeing service delivery within the business context.
- Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
- Managing finances and budgets and tracking contract deliverables
- Determining ways to reduce costs without sacrificing customer satisfaction.
- Assessing customer feedback and using your creativity to establish, improve, and refine services.
- Remaining organized and meeting deadlines.
- Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise. - Managing project managers and coordination of delivery
- Providing status, updates, and dashboards to client stakeholders. Mitigate risk and accelerate resolution of outstanding issues.
- Coordinating and publishing executive level program updates and dashboards tracking all progress for across the entire program Consulting with and updating the Client Team, the Technical Delivery Executive and the NTT Executive sponsors of any potential problems or risks as well as successful completions.

Service Delivery Manager Requirements:

- A bachelor's degree in a business-related field.
- Experience in customer service, leadership, and logistics may be advantageous.
- Excellent executive presence and communication skills
- Good computer and technical skills and the ability to use business support software.
- Understanding of Digital Transformation and Cloud delivery.
- Strong customer service, project management, and quality control skills.
- Good resource planning skills.
- **Experience as a complex project manager or a program manager**
- Excellent leadership and customer service skills.
- Strong teamwork skills and attention to detail.
- Bi-lingual - English and Spanish

Internal notes for RR: Mexico Grade 11

**About NTT DATA Services**

**_NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team._

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