Senior Service Delivery Manager - Perth

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.

Your day at NTT DATA

The Senior Service Delivery Manager is an advanced subject matter exert, responsible for overseeing the end-to-end delivery of managed services contract to the client.

Key responsibilities

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
• Acts as the primary point of contact for client inquiries, escalations, and feedback.
• Understands client business needs and objectives to tailor required services accordingly.
• Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Collaborates with technical teams to resolve client issues and incidents promptly.
• Monitors and assesses client satisfaction regularly through feedback mechanisms.
• Takes proactive measures to address client concerns and continuously improve service quality.
• Develops account plans and strategies to enhance client engagement and retention.
• Identifies opportunities for upselling or cross-selling additional services.
• Manages the implementation of new services, upgrades, and projects for clients.
• Coordinates project timelines, resources, and deliverables to ensure successful outcomes.
• Ensures that service delivery aligns with contractual agreements and compliance requirements.
• Consults with legal team to ensure that all contract escalations are addressed with contract governance.
• Monitors and reports on contract performance.
• May oversee financial aspects of client accounts, including budgeting and forecasting.
• May manage billing and invoicing processes.
• Collaborates with technical teams to ensure that client environments are stable, secure, and up to date.
• Stays informed about industry trends and emerging technologies to provide informed recommendations to clients.
• Identifies and mitigates risks associated with service delivery and client relationships.
• Maintains accurate records, client documentation, and incident reports.
• Provides regular reports on service performance and client satisfaction to internal and external stakeholders.

To thrive in this role, you need to have:

• Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
• Advanced analytical mindset, strong initiative, self-driven with a commitment to succeed.
• Advanced understanding of managed services, including infrastructure, cloud, security, and support
• Advanced proficiency in project management.
• Excellent communication, negotiation, and problem-solving skills.
• Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
• Advanced business acumen, as well as financial acumen for budgeting, forecasting, and billing.
• Advanced familiarity with ITIL or other IT service management frameworks.
• Ability to work under pressure and has exceptional organizational skills and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• Adaptability and a customer-focused mindset.

Academic qualifications and certifications

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field or relevant experiences.
• Relevant project management certification (for example, PMP) is preferred.

Required experience

• Advanced demonstrated experience in a managed services and/or support services environment.
• Advanced demonstrated experience in managed services - service delivery and client management.
• Advanced demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Advanced demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
• Advanced demonstrated experience in monitoring contract performance.
• Advanced demonstrated experience in managing service delivery projects for clients.
• Advanced demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
• Advanced demonstrated experience in proactive measures to address client concerns and continuously improve service quality.

Some of our benefits

NTT DATA is a Global and Australian Top Employer and holds Family Friendly Workplace accreditation. We believe in bringing out the best in you by providing an environment and flexibility that enables you to thrive at work and at home.

• Flexible and hybrid working
• Leave options that allow you to contribute to your community, study, or just take time to recharge.
• A parental leave policy that supports parents and carers.
• Income protection insurance
• A comprehensive wellbeing program and associated benefits

Everyone is welcome here

For us, diversity is a strength that is nurtured through an inclusive and fair environment. We're committed to building a diverse workforce, including all and providing everyone with equal opportunities to thrive in their careers.

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.