Client Deivery Executive (CDE II) - Onsite in Omaha, Nebraska

NTT DATA•Omaha, NE

59d•Onsite

About The Position

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Client Deivery Executive (CDE II) - Onsite in Omaha, Nebraska to join our team in Omaha, Nebraska (US-NE), United States (US). The Client Delivery Executive (CDE) Resource is expected to be in Onsite 5 days a week, at the supporting end-client's location in Omaha, Nebraska. OPERATIONS Responsible for Day-to-Day Operational Management of NTT DATA accountable services across all service towers Maintain and execute Continuous Service Improvement Plans Ensure Service Improvement Plans exist for any areas not performing to contracted service levels Ensure NTT DATA delivers to contractual commitments to customer Populate internal reporting tools on weekly basis (i.e. Client Delivery Central and Service Excellence Portal) with RAG status of account delivery/relationship/financials. Ensure plans exist to turn any Amber/Red status to Green with clear Go to Green Plan dates Manage Outage/Escalation/Missed SLA incidents Ensure available automation/efficiency programs are implemented and executing appropriately Manage Sales Enablement - ensure tight integration with delivery teams FINANCIAL Deliver P&L for account inclusive of revenue, cost, and margin Ensure accurate and timely revenue/cost/margin forecasts for assigned account Responsible for cost management to AOP/POS and variance action plans Deliver documented Action Plan to close gap of forecast to AOP (Productivity items and Growth items) Manage account Ramp-up / Ramp-down processes CLIENT GOVERNANCE & RELATIONSHIP Service Delivery Governance - Customer facing communication responsibilities Function as Relationship Management main contact for client Operations Leadership Work collaboratively with Client Executive to develop customer relationships, identify and manage relationship risk Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plans are developed and active Provide Client Excellence Updates to Senior Leadership Build and sustain effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience Responsible for improving Client Satisfaction with Delivery Excellence. As needed, develop Client Satisfaction Improvement plans in partnership with the Business Unit Client Executive in response to NPS Feedback

Requirements

Requires demonstrated experience with the Information Technology industry including:
10+ years delivery management experience
5+ years' experience in Manufacturing and Provider industry experience
5+ years' experience in IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles
5+ years' experience in end-to-end management of lifecycle projects using project management standards
5+ years' experience and expertise using Enterprise-level ITSM tools such as BMC Remedy or ServiceNow
Experience in managing projects in Oracle landscape (ERP, OIC, OCI etc)
Strong knowledge of and proven experience applying an ITIL Service Framework and implementation.
ITIL Foundations v4 experience

Nice To Haves

5+ years' experience managing a highly leveraged service environment is preferred
Excellent customer service skills and interpersonal skills
Strong verbal and written communications skills are a must, as well as the ability to work effectively across internal and external organizations
Ability and willingness to travel to client site as needed, current Visa and passport preferred
Ability to work across multiple time zones
ITIL Foundations certification preferred
The CDE position highly encourages a bachelor's degree in computer engineering, Engineering, Computer Science, Information Technology, or related field of study plus 15+ years of experience in the job offered

Responsibilities

Responsible for Day-to-Day Operational Management of NTT DATA accountable services across all service towers
Maintain and execute Continuous Service Improvement Plans
Ensure Service Improvement Plans exist for any areas not performing to contracted service levels
Ensure NTT DATA delivers to contractual commitments to customer
Populate internal reporting tools on weekly basis (i.e. Client Delivery Central and Service Excellence Portal) with RAG status of account delivery/relationship/financials. Ensure plans exist to turn any Amber/Red status to Green with clear Go to Green Plan dates
Manage Outage/Escalation/Missed SLA incidents
Ensure available automation/efficiency programs are implemented and executing appropriately
Manage Sales Enablement - ensure tight integration with delivery teams
Deliver P&L for account inclusive of revenue, cost, and margin
Ensure accurate and timely revenue/cost/margin forecasts for assigned account
Responsible for cost management to AOP/POS and variance action plans
Deliver documented Action Plan to close gap of forecast to AOP (Productivity items and Growth items)
Manage account Ramp-up / Ramp-down processes
Service Delivery Governance - Customer facing communication responsibilities
Function as Relationship Management main contact for client Operations Leadership
Work collaboratively with Client Executive to develop customer relationships, identify and manage relationship risk
Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plans are developed and active
Provide Client Excellence Updates to Senior Leadership
Build and sustain effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience
Responsible for improving Client Satisfaction with Delivery Excellence. As needed, develop Client Satisfaction Improvement plans in partnership with the Business Unit Client Executive in response to NPS Feedback