Senior Service Delivery Manager - Cincinnati

Unleash Your Potential : Whether 2 Years or , Discover Rewarding Journeys with Us!

Applicants MUST be local to the Greater Cincinnati and Norhtern Kenrucky area.

Position Description :

The Senior Service Delivery Manager will be responsible for establishing, maintaining and executing the Service Delivery strategy, methodology and model for Managed Services :

• To Strategic Accounts leveraging Service Delivery Managers and consistent operating procedures
• To segmented B and C accounts leveraging Customer Success Managers and consistent operating procedures
• To the AMS - Customer Success organization leveraging Quality & Governance management to ensure consistent operating procedures across the lines of business

This role is directly responsible for the delivery and profitability of the work delivered to the Strategic Account(s). In this role, the Sr.

Service Delivery Manager assists and advises a group of Service Delivery Managers, whose primary focus is to deliver with excellence for one or more of our Strategic support customers.

The Sr. Service Delivery Manager will also advise Customer Success Manager(s) coordinating delivery to B and / or C accounts.

The Sr. Service Delivery Manager will work directly with Service Delivery Managers on ensuring the quality delivery of Managed Services which includes providing strategic insight based on support operations, helping clients reduce operational spend to invest in capital initiatives, managing priorities, reporting performance metrics (SLAs / KPIs), billing, coordinating project and support budgets, resolving any conflicts, and communicating upcoming demand outside of the direct account team.

The Sr. Service Delivery Manager is directly responsible for overall customer satisfaction and delivery of the work product to Strategic Accounts as well as providing feedback to Service Delivery Managers.

She / he will also be responsible for establishing consistent standards and processes regarding delivery management. The Sr.

Service Delivery Manager may also have an account(s) to manage.

The Sr. Service Delivery Manager will collaborate across the Customer Success Organization : Application Management, Hosting and Maintenance.

The Sr. SDM will collaborate with and support the Service Delivery Managers, Operations Delivery Managers, Account Managers or Sales to identify, execute, and expand delivery activities necessary to achieve strategic account plans and goals.

Duties and Responsibilities :

Customer / Engagement Management

Provide :

• Strategic insight and advice regarding reducing operational spend
• Customer satisfaction and relationship building
• Service Delivery Management and Quality Assurance to both NTT Data Business Solutions Inc. and client policies / procedures
• Resource scheduling and coordination with staffing managers within the staffing process
• Coordination of Management reporting (SLAs, KPIs, profitability, customer satisfaction)
• Collaborate and direct delivery activities with all LOBs involved with the account
• Create awareness of cross-LOB initiatives that will impact delivery of Support services to the client (Projects, Organizational changes, etc.)
• Participate in account planning and development, QBR, and scorecards with Sales and Account Managers

Project Management Responsibilities

• Engage Project Management organization for all projects related to the client
• Establish and execute a comprehensive plan for the successful hand-off and transition work from the Project Team to the Support Team
• Ensure NTT Data Business Solutions Inc. profitability on the account through adherence to project estimates and service quality

Resource Management Responsibilities

• Project and Account management of Service Delivery Managers, Customer Care Managers, and Quality & Governance resources
• Contribute to NTT Data Business Solutions Inc. growth objectives by providing mentoring to new and existing employees
• Provide challenging growth opportunities for team members based on account opportunities
• Proactively contribute to effective development of consultants
• Ensure team members are submitting weekly status and time reports

Position Requirements / Qualifications :

• Bachelor’s degree, preferably in a technical discipline or equivalent experience.
• Minimum of 8 years of combined experience in the following functions : Strategic Sales, Customer Success, Renewal Sales, Consulting, Service Delivery, Account, or Program Management experience
• ITIL Framework understanding and knowledge
• Cross functional SAP expertise with an ability to talk at a medium to high level across the entire application
• Experience across multiple industries
• Ability to lead strategic Application Support discussion with client
• SAP support (client or consulting) experience

Preferred

• Advanced degree
• ITIL V3 Foundations Certification
• This position is not open to employer sponsorship*

Thank you for your interest in NTT DATA Business Solutions! We are thrilled to offer an exceptional compensation package that includes competitive salaries, comprehensive health and dental benefits, Flexible Paid Time Off, paid holidays, a k plan, and remote work opportunities, .

We take great pride in our firm's high-growth trajectory and are always on the lookout for top talent to join our team. We encourage you to consider becoming a part of our dynamic and innovative organization.

Thank you for your interest, and we look forward to hearing from you soon!

Please note that employment with NTT DATA Business Solutions is subject to the successful completion of a satisfactory background check, and we participate in E-Verify.

We kindly ask that all applications be submitted directly and not through third-party agencies.

The annual base compensation range for this role will be $, - $,. The exact compensation at which this job is filled will be determined by a number of factors including but not limited to organizational needs and the qualified candidate’s skill set, certifications, and experience.

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