Service Delivery Manager
NTT DATA, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Capellen • 🇱🇺 Luxembourg
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as primary point of contact for client inquiries, escalations, and feedback across several accounts
- Interact with customers to understand expectations and ensure SDIS service alignment
- Identify and mitigate risks associated with service delivery and client relationships
- Ensure delivery in line with service definitions and SLAs; maintain quality standards
- Oversee delivery of managed services across multiple clients; collaborate with technical teams to resolve incidents
- Coordinate contract renewals; identify upsell opportunities and develop account plans
- Maintain records and provide regular reports on service performance and client satisfaction
- May oversee financial aspects of client accounts including budgeting, forecasting, and profitability tracking
Requirements
- Bachelor’s degree or equivalent qualification in Information Technology, Business, or related field
- Relevant ITIL certification
- Proven experience in a complex support services environment managing multiple accounts while meeting SLAs and quality standards
- Strong client centricity and ability to manage stakeholder relationships
- Excellent communication, negotiation, and problem-solving skills
- Advanced analytical mindset, strong initiative, and self-driven approach
- High proficiency in project management and multi-account coordination
Benefits
- Hybrid Working
- Career growth and internal mobility opportunities
- Diverse and inclusive workplace
- Global team and international exposure
- Encouraged professional development and training
- Equal Opportunity Employer
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
service deliveryrisk mitigationaccount managementbudgetingforecastingprofitability trackingservice performance reportingquality standardsSLA managementmanaged services
Soft skills
client centricitystakeholder managementcommunicationnegotiationproblem-solvinganalytical mindsetinitiativeself-drivencollaborationmulti-account coordination
Certifications
Bachelor's degreeITIL certification