Service Delivery Manager

NTT DATA•Cincinnati, OH

15d•Remote

About The Position

The SAP Service Delivery Manager (SDM) is responsible for coordinating a team of on-site and/or remote consultants to deliver services with excellence for one or more of our Strategic Managed Services customers. In this capacity, the SDM is tactically responsible for managing the day-to-day delivery both facing the customer and internally. Customer Facing: The SDM works directly with customers to ensure the quality delivery of support services including managing priorities, reporting performance metrics (SLAs/KPIs), resolving any performance gaps, coordinating project and support budgets, and resolving any conflicts. The SDM is ultimately responsible for overall customer satisfaction and delivery of all work to the client. Internal to NTT Data Business Solutions Inc.: The SDM works directly with internal support and project resources to ensure the quality delivery of support services, including managing priorities, reporting performance metrics (SLAs/KPIs), resolving any performance gaps, collaborating with Accounting on billing, resolving any conflicts, and communicating upcoming demand outside of the direct account team. The SDM provides feedback to consultants and helps manage the workload across resources. Strategically, the SDM will collaborate with the Sales Account Executive and Line of Business Management to develop and execute against strategic account plans and goals. The SDM will work with Line of Business management to ensure on-going profitability in line with expectations.

Requirements

Bachelor’s degree in Information Technology or related field of study
8 + years of IT experience
5 + years of SAP and/or ERP experience with support (client or supplier) experience
3+ years of Service Delivery, Account Management, or Project Management experience
Experience engaging with senior customer management
Project scoping, estimating and planning experience
Software Development Lifecycle experience
Cross functional SAP or ERP expertise with an ability to talk at a medium to high level across the entire application
Experience across multiple industries and/or business functions

Nice To Haves

Advanced degree
ITIL Framework understanding and knowledge, ITIL V3 Foundations Certification or higher

Responsibilities

Own and drive customer satisfaction and service quality
Develop customer relationships at multiple organizational levels
Manage delivery of all services
Drive adherence to both NTT Data Business Solutions Inc. and client policies and procedures
Conduct resource scheduling and coordination through the staffing process
Deliver customer reporting (billing, SLAs, and KPIs) and resolve any gaps
Engage with all NTT Data Business Solutions Inc. Lines of Businesses (LOBs) (Application Management, Maintenance, Hosting, Consulting, Innovation) active with client
Drive awareness of all cross-LOB initiatives that may impact delivery to the client (projects, organizational changes, etc.)
Review and approve monthly invoice and billing (time and expenses)
Identify and drive continuous improvement initiatives
Lead service reviews on account, engagement, and personnel status
Conduct account planning and development, QBR, and scorecards with Sales
Engage Project management organization for all projects related to the client
Ensure successful transition of work from the Project Team to the Support resources
Ensure NTT Data Business Solutions Inc. profitability on the account through adherence to project estimates, service quality, and assigned resource mix
Ensure resources are properly on-boarded to the Customer and engagement
Ensure team members are executing daily operations properly (e.g. updating and completing assigned work, tracking time and expenses, adhering to processes)
Mentor new and existing employees working on assigned client engagement
Provide challenging growth opportunities for team members based on account opportunities
Proactively contribute to the effective development of consultants