Service Delivery SpecialistNTT

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  Works as an Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and NTT Ltd
• Performs client facing service activation activities and support the GDC in service activation completion
• Responsible for operations performance, including -
• Service Improvement Plans
• Establishes, monitors and reports Service Delivery Reports
• Escalation management and Reporting
• Meeting management with clients
• Major incidents - scrutinises adherence to process, recommends changes when SLAs are not met and works with larger delivery teams
• Change Management – manages and owns all RoE changes
• Service First - owns Service First asset verification and contract status
• Vendor Backout - manages backout issues with Vendor
• Works with Transition teams and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation
• Updates runbook regularly to reflect the necessary changes. The runbook content includes Network map(s); Site-level engineering diagrams; Client and site contacts; Configuration item and IT service mappings (relationships)
• Leads and facilitates resolution of products and technical issues in concern with assigned Technical Account Manager
• Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services
• Receives and manages change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations etc
• Interfaces with NTT Ltd internal contract management teams to normalise and execute change orders
• Reviews new offers and service capabilities with the appropriate members of team
• Supports billing / invoicing inquiries and / or disputes
• Monitors client satisfaction and identify service improvement plans to address client’s satisfaction with the service

Knowledge, Skills and Attributes:

• Ability to establish strong relationships with internal stakeholders and external clients
• Excellent relationship building skills
• Strong ability in managing coordinated delivery of service
• Excellent written and verbal communication skills
• Highly analytical with good problem solving skills and can use initiative to drive innovation
• Ability to work well in a pressurised environment
• Excellent client service orientation
• Displays excellent persuasion and influence abilities
• Passionate, strong initiative, self-driven with commitment to succeed
• Ability to manage budgets, resources, and timelines for service delivery projects
• Proficient in project management, including planning, execution, monitoring, and project delivery
• Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery
• Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
• Ability to use evaluation, judgement, and interpretation to select right course of action

Academic Qualifications and Certifications:

• Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related
• ITIL Certification, such as ITIL Foundation or higher-level certifications
• Service Intergration and Management (SIAM) certification desirable
• Client Relationship Management certification desirable

Required Experience:

• Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organisation, preferably IT service provider
• Seasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycle
• Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction

Skills Summary

• Conflict Management, Contract Management, Customer Centric Solutions, Managed IT Services, Negotiation, Project Management, Service Delivery, Service Level Agreement (SLA)