Service Delivery Specialist

1 week ago

Johannesburg, South Africa NTT DATA Full time

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Service Delivery Specialist is responsible for providing continuity in service and acts as an advocate for the client within NTT Ltd. They support the business by taking responsibility for overall contract management for medium to large complex client contracts. They are responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.

The Service Delivery Specialist may operate across multiple sites or NTT Ltd Support Services offerings. They are the primary interface managing the services relationship between the client and NTT Ltd. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

The Service Delivery Specialist role is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion. It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

What you'll be doing

Key Roles and Responsibilities:

Works as an Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and NTT LtdPerforms client facing service activation activities and support the GDC in service activation completionResponsible for operations performance, including -Service Improvement PlansEstablishes, monitors and reports Service Delivery ReportsEscalation management and ReportingMeeting management with clientsMajor incidents - scrutinises adherence to process, recommends changes when SLAs are not met and works with larger delivery teamsChange Management – manages and owns all RoE changesService First - owns Service First asset verification and contract statusVendor Backout - manages backout issues with VendorWorks with Transition teams and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentationUpdates runbook regularly to reflect the necessary changes. The runbook content includes Network map(s); Site-level engineering diagrams; Client and site contacts; Configuration item and IT service mappings (relationships)Leads and facilitates resolution of products and technical issues in concern with assigned Technical Account ManagerProvides assurance regarding the compliance of, and lifecycle management for, all contracted ServicesReceives and manages change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations etcInterfaces with NTT Ltd internal contract management teams to normalise and execute change ordersReviews new offers and service capabilities with the appropriate members of teamSupports billing / invoicing inquiries and / or disputesMonitors client satisfaction and identify service improvement plans to address client’s satisfaction with the service


Knowledge, Skills and Attributes:

Ability to establish strong relationships with internal stakeholders and external clientsExcellent relationship building skillsStrong ability in managing coordinated delivery of serviceExcellent written and verbal communication skillsHighly analytical with good problem solving skills and can use initiative to drive innovationAbility to work well in a pressurised environmentExcellent client service orientationDisplays excellent persuasion and influence abilitiesPassionate, strong initiative, self-driven with commitment to succeedAbility to manage budgets, resources, and timelines for service delivery projectsProficient in project management, including planning, execution, monitoring, and project deliveryAssertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service deliverySeasoned, experienced professional; has complete knowledge and understanding of area of specialisationAbility to use evaluation, judgement, and interpretation to select right course of action


Academic Qualifications and Certifications:

Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or relatedITIL Certification, such as ITIL Foundation or higher-level certificationsProject Management Professional (PMP) certification desirableClient Relationship Management certification desirable


Required Experience:

Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organisation, preferably IT service providerSeasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycleSeasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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