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Service Delivery Manager

hace 2 meses

Guadalajara, Jalisco, México Ntt Data A tiempo completo

Service Delivery Manager

We are seeking a dedicated Service Delivery Manager to maintain strong customer relationships and improve our services to maintain customer satisfaction. The Service Delivery Manager is responsible for understanding and program managing planning, tracking, and successful execution of multiple projects, including 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.

Key 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 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

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

About NTT DATA Services

NTT DATA Services is an equal opportunity employer and considers all applicants without regard 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.