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Service Delivery Manager

4 weeks ago

Johannesburg, South Africa NTT Ltd. 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?**

The purpose of this position is to ensure effective development, management and delivery of Service Level Agreements between CCaaS and its clients, including the management of change control and escalation processes to ensure that a high degree of customer satisfaction is achieved.

**Working at NTT**

Service Delivery
- Provides a single point of contact for management of all escalation and change requests for CCaaS
- Drive the CCaaS Change Control Process by assuming the role of Change Manager
- Defines, manages and implements change control, escalation processes and Service Level Agreements for the CCaaS platform
- Review and input on all vendor contracts and management of SLA’s based on CCaaS specific requirements
- Work collaboratively with 2nd and 3rd level CCaaS teams as well as regional SDM’s to ensure that CCaaS Service Delivery meets or exceeds all client SLA expectations
- Drive changes to ensure SLA performance targets are met or exceeded
- Effectively manages, grows and improves customer relations.

Governance
- Convenes regular client and service provider meetings to monitor and enhance performance and maintains highest customer satisfaction
- Conducts and provides monthly care reports
- Ensures that customer satisfaction surveys are conducted, analysed and reviewed, recommending improvements to meet or surpass expectations
- Provides monthly and quarterly reports for both Clients and CCaaS.
- Conducts continual service improvement studies within the environment
- Drives standards such as ITIL and ISO within the CCaaS business and ensure adherence to best practices
- Understands the customer business and processes
- Constantly reviews existing processes and improves where necessary
- Implements policies, processes, procedures and work flow instructions
- Ensures the Operations are supported in a standardized and consistent manner.

**Knowledge**
- Knowledge of the Contact Centre Industry and technologies
- Knowledge of internationally accepted methodologies, processes and operational frameworks, such as ITIL and ISO
- 2 years experience in IT Service Delivery / Management
- Project Management experience advantageous
- Experience in the development and adherence of policies, procedures and processes
- Experience in the development of SLA’s
- People Management experience

**Skills**
- Technical Expertise (L2)
- Customer Services Orientation (L3)
- Oral and written communication (L3)
- Diversity management (L3)
- Problem solving (L3)
- Teamwork (L3)

**Attributes**

Influence (L3)

**What will make you a good fit for the role?**

**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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