Delivery Director

NTT DATA • Salem, OR

28d • Remote

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 Delivery Director to join our team in Salem, Oregon (US-OR), United States (US).
Position Overview
NTT DATA State, Local and Education Division seeks a strategic and collaborative Delivery Director to provide both strategic direction and organizational leadership, overseeing the tactical execution of assigned accounts or geographic areas. The Delivery Director is responsible for delivering exceptional business partnership experience to the customer while guiding transformation activities to achieve NTT DATA's goals. The key focus of this position is to identify, refine, and implement best practices for efficient operations, managing IT resources—including personnel, finances, and services—to deliver optimal business value. Additionally, the Director works closely with other leaders to integrate highly valued IT services and solutions.
Key Leadership Qualities
The ideal candidate is customer-oriented, operates with a strong sense of urgency, and prioritizes quality, value, and timely delivery. This leader provides expertise through organizational and people leadership, technical advisory services, program governance, engagement with customers and vendors, and oversight of continuous service improvement.
Essential Skills and Project Management
The Delivery Director must demonstrate strong leadership, coordination, and communication abilities to manage IT projects and lead teams toward desired outcomes. Experience with structured project management practices is essential for creating and executing project plans, including communications, schedule, and scope management. The work environment may encompass various project life cycle stages, such as planning and procurement, requirements gathering, system design and development, testing, training, and business transition support.
Account Responsibilities
Accountable for delivering service commitments to the customer.
Develop account plans in coordination with the Client Executive, who approves the final plan.
Manages the delivery components of the account P&L.
Ensures delivery costs across the full life cycle are within or better than commitments in the approved deal model.
Supports profit goals and assists the LOB account P&L and forecasts with the client executive.
Directs teams to meet strategic and operational objectives.
Manages staffing and ensures a diverse, effective workforce.
Oversees career development, planning, performance, and compensation discussions for team members.
Coordinates technical solution team activities to fulfill contract obligations.
Provides complex metrics and reporting to stakeholders.
Identifies and supports opportunities for growth and innovation.
Proactively addresses potential issues to prevent customer impact and enable continuous service improvement.
Seeks ways to increase productivity and efficiency, including new technologies and improved processes.
Maintains effective communication with all stakeholders and cross-functional teams for optimal customer experience.
Drives customer satisfaction through development and execution of a Net Promoter Score (NPS) Action Plan.
Leads Customer Operations meetings and ensures Crisis Management/Business Continuity Plans are active.
Specific Responsibilities
Leads the team and is ultimately responsible for the items below.
Accountable for new service catalog items and oversight of new projects
Provide Managed Services support for a multi-tenant Microsoft 365 environment, including daily administration, management, and Tier 2/3 operational support.
Deliver common support, operations, administration, and management tasks to ensure a stable and productive computing environment across seven EIS managed tenants.
Serve as the escalation point for agency Help Desks and prioritize and resolve escalated end-user and tenant environment issues.
Fulfill requests for application support and administration, enabling managed changes to email, messaging, and collaboration applications.
Provide proactive information and reports on system usage, licensing, errors, notifications, and ticket activity.
Managed Services Areas
Multi-Tenant Management
M365 User and Identity Management
M365 Application Administration for Exchange Online, SharePoint, Teams, OneDrive, MS Office, eDiscovery, Multi-Factor Authentication, License Management, and Intune
All work is performed remotely, with core business hours from 7 AM to 6 PM Pacific Time, Monday through Friday, excluding federal and state holidays. On-call support is rotated among staff for Priority 1 – Critical incidents during non-business hours.
Additional Duties
Develop and gain approval for project plans, including schedules, communications, risk and issue management, and stakeholder management.
Execute established project plans to manage projects effectively.
Create project schedules and assess the team's ability to meet deadlines.
Delegate tasks to maintain project schedules and quality standards.
Review deliverables before submission to sponsors.
Assess client business needs and develop plans to achieve goals.
Identify and manage risks and issues, developing remediation strategies for project success.
Evaluate impacts on external stakeholders and interfacing systems.
Provide advisory services to assist clients with process and project management.
Produce written status reports.
Facilitate project and team-level status meetings.

Requirements

• Bachelor’s degree (or 8 additional years of relevant experience in lieu of a degree).
• A minimum of 10 +years of service delivery experience within Public Sector and Government Agencies.
• A minimum of 5 + years’ experience in an IT project environment encompassing requirements, design, testing, and implementation.
• A minimum of 5 + years’ experience in a formal or informal leadership role on IT projects.

Nice To Haves

• PMP certification.

Responsibilities

• Accountable for delivering service commitments to the customer.
• Develop account plans in coordination with the Client Executive, who approves the final plan.
• Manages the delivery components of the account P&L.
• Ensures delivery costs across the full life cycle are within or better than commitments in the approved deal model.
• Supports profit goals and assists the LOB account P&L and forecasts with the client executive.
• Directs teams to meet strategic and operational objectives.
• Manages staffing and ensures a diverse, effective workforce.
• Oversees career development, planning, performance, and compensation discussions for team members.
• Coordinates technical solution team activities to fulfill contract obligations.
• Provides complex metrics and reporting to stakeholders.
• Identifies and supports opportunities for growth and innovation.
• Proactively addresses potential issues to prevent customer impact and enable continuous service improvement.
• Seeks ways to increase productivity and efficiency, including new technologies and improved processes.
• Maintains effective communication with all stakeholders and cross-functional teams for optimal customer experience.
• Drives customer satisfaction through development and execution of a Net Promoter Score (NPS) Action Plan.
• Leads Customer Operations meetings and ensures Crisis Management/Business Continuity Plans are active.
• Accountable for new service catalog items and oversight of new projects
• Provide Managed Services support for a multi-tenant Microsoft 365 environment, including daily administration, management, and Tier 2/3 operational support.
• Deliver common support, operations, administration, and management tasks to ensure a stable and productive computing environment across seven EIS managed tenants.
• Serve as the escalation point for agency Help Desks and prioritize and resolve escalated end-user and tenant environment issues.
• Fulfill requests for application support and administration, enabling managed changes to email, messaging, and collaboration applications.
• Provide proactive information and reports on system usage, licensing, errors, notifications, and ticket activity.
• Develop and gain approval for project plans, including schedules, communications, risk and issue management, and stakeholder management.
• Execute established project plans to manage projects effectively.
• Create project schedules and assess the team's ability to meet deadlines.
• Delegate tasks to maintain project schedules and quality standards.
• Review deliverables before submission to sponsors.
• Assess client business needs and develop plans to achieve goals.
• Identify and manage risks and issues, developing remediation strategies for project success.
• Evaluate impacts on external stakeholders and interfacing systems.
• Provide advisory services to assist clients with process and project management.
• Produce written status reports.
• Facilitate project and team-level status meetings.

Benefits

• This position may also be eligible for incentive compensation based on individual and/or company performance.
• This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees