Job Information
NTT America Solutions, Inc. Service Delivery Specialist (L3) in Johannesburg, South Africa
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
As a Service Delivery Specialist within the CSO unit you will be responsible for developing and maintaining strong, positive business relationships with both internal and external clients to clearly understand their business processes, requirements, and contracted services. This role require that you ensure that the services are provided to your client, as contracted whilst initiating and managing service improvements, where and when required. Operational management and overseeing delivery are part of your day-to-day activities whilst managing the third parties delivering the services ensuring they perform their contractual obligations. As the ‘SIAM’ you will be managing multiple suppliers of services and integrating them to provide a single business service to your clients.
What you'll be doing
In this position your key accountabilities will be to:
Building and maintaining key client relationships and an aptitude for identifying and understanding your clients’ business processes and requirements.
Support the process of reviewing propositions/contracts and/or setting up of new contracts.
Mobilize, and lead cross departmental teams and third parties in the frame of delivering high value, contracted services to your clients.
Fully comprehend the as sold services and service levels, evaluating it against client requirements and working with broader organization to align and meet client needs.
Understand client services and related commercials, working with sales and credit controllers to ensure sound accurate commercials for the contracted services within your control and coordinating the resolution of any financial queries or disputes.
Develop an operational and service management approach with the client to align to client needs.
Establish a third-party engagement and performance management model, facilitating monthly reviews and enhancing agreements and contracts.
Managing day-to-day delivery of the operational teams and third parties, through effective and efficient oversight and management processes.
Own and drive all major outages and incidents, being the single point of contact to the client until resolution.
Reporting and data analysis with feedback of specific focus on analyzing of Service Delivery and to identify the appropriate Best Practice strategy.
Continuously evaluate business capacity and actively advise Senior Management on the capacity to establish new Strategies and Services.
Risk management, through a risk register, identifying various risks; contractual, commercial, technology, governance or delivery risks.
Responsible for managing meetings, presentations and reports required to effectively manage the service.
Exchange knowledge and find support from other Service Delivery Managers in implementing our growth strategy.
Qualifications and Certifications, Skills, and Experience:
Degree and or National Diploma in Information Technology.
ITIL V3/V4 Certified.
SIAM and other relevant industry certification advantageous.
Experience in managing complex contracts and integrating various teams and third parties as a cohesive delivery team.
Working within multinational business service environments and delivery against targets.
Considerable operations experience particularly with a focus on efficiency and effectiveness, service quality delivery.
In addition to the relevant experience and commercial knowledge, the ideal candidate will have the
following skill profile:
Good understanding and ability to work in a matrix driven cross functional environment.
Good organizational and time-management skills
Self-motivated, able to work from own initiative and able to work as part of a team.
Strong knowledge of MS software packages
Perseverance, tolerance, and resilience
A client centric and continuous improvement mind-set
Workplace type :
Hybrid Working
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. Apply today.