Service Delivery Manager
Home Office, Spain
hace 4 días

Want to be a part of our team?

The overall responsibility is to ensure that team capabilities and the operational process are adequate for the service provision and the operational service levels are achieved in agreement with the customer requirements.

Key Responsibilities

As a Service Delivery Manager, the key responsibilities include :

  • To be owner of the service provided to the customer and its quality through the solution lifecycle.
  • Detect and implement capability needs and process adjustments within the customer dedicated technical team.
  • Measure and report customer satisfaction and manage capabilities and resources to improve this satisfaction.
  • Know and Understand the Customer Vital Business Functions and how NTT service assets underpin these functions.
  • Make sure that customer business processes and end-to-end services are known and understood within the organisation during the solution lifecycle.
  • NTT Managed Services Expert.
  • Interfacing with the customer at different organisation levels (from the management to the technical staff).
  • Early detection of capacity and availability risks in conjunction with the technical team.
  • What will make you a good fit for the role?

    Experience, Skills and Qualifications :

    Proven Experience of :

  • ITIL based Service Management in a business to business service environment.
  • Experience in Network management and support.
  • Experience in Hosting and Managed Service Business.
  • Experience in Managed Application Business.
  • Experience in managing key accounts.
  • Working in line with Best Practice in complex environments and within tight time constraints.
  • Ability to present to all level of clients internally and externally.
  • SLA Management
  • Prepare and present reports at customer facing level
  • Ability to coordinate others and negotiate to achieve the desired results.
  • Management of effective and timely problem resolution.
  • Drive and energy to achieve desired results.
  • Problem-solving, process-oriented and customer-minded.
  • Understanding and managing customers’ expectations.
  • Ability to adapt and influence in a rapidly changing environment.
  • Good customer relationship management
  • Excellent prioritisation and communication skills.

    Ability to develop and build relationships.

    Ability to communicate in a clear, concise, understandable manner and listen attentively to other in providing instructions.

    Strong interpersonal, communication, organisation and follow-through skills.

    Project Management knowledge will be appreciated.

    Technical Skills :

  • Five or more year’s industry experience on IT environment in terms of support and administration.
  • Public Cloud (AWS, Azure, GCP)
  • Desirable technology knowledge of :

  • Datacenter
  • Public Cloud
  • On-premise solutions
  • Middleware applications
  • Networking layer
  • Education :

  • ITIL Foundations (additional ITIL certifications will be a plus)
  • Technical background
  • Written and spoken English (fluent / native)
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