Service Delivery Specialist

2 weeks ago

Johannesburg, Gauteng, South Africa NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

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.

Working at NTT

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

Skills Summary

Conflict Management, Contract Management, Customer Centric Solutions, Managed IT Services, Negotiation, Project Management, Service Delivery, Service Level Agreement (SLA)

Workplace type:

Hybrid Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
  • Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

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