Service Delivery Supervisor Jobs

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Responsible for high-level relationship management and acts as client liaison during delivery of a professional services engagement or an outsourced solution.
Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities.
Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business.
Working at NTT
Service Delivery Specialists are responsible for providing continuity in service and act 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.
They 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 role of Service Delivery Specialists 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, supporting and coordinating with GDC in service activation to ensure successful completion. It is the responsibility of the Service Delivery Specialist to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.
Key Roles and Responsibilities:
Work as Independent Contributor (IC)

• Perform client-facing service activation activities and support GDC in service activation completion
• Service First - Own Service First asset verification and contract status.
• Act as the primary interface managing the services relationship between the client and NTT Ltd
• Operations performance, including:
• Meeting Management with Clients
• Establish, monitor, and report Service Delivery Reports
• Vendor Backout - Manage backout issues with Vendor.
• Major Incidents - Scrutinize adherence to process, recommends changes when SLA is not met, and work with larger delivery teams.
• Escalation management and Reporting
• Change Management – Manage and own all RoE Changes.
• Service Improvement Plans

Work with the Transition team and assigned Technical Account Manager to develop a runbook that includes processes, escalation lists, and documentation.

• Update runbook regularly to reflect the necessary changes. The run book content includes:
• Site-level engineering diagrams
• Client and site contacts
• Network map(s)
• Configuration item and IT service mappings (relationships)

Lead and facilitate resolution of products and technical issues in concern with assigned Technical Account Manager

• Review new offers and service capabilities with the appropriate members of the team
• Monitor client satisfaction and identify service improvement plans to address client’s satisfaction with the service
• Receive and manage 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, etc
• Interface with NTT Ltd internal contract management teams to normalize and execute change orders
• Provide assurance regarding the compliance of, and lifecycle management for, all contracted Services
• Support billing / invoicing inquiries and/or disputes

Knowledge, Skills, and Attributes:

• Ability to establish strong relationships with internal stakeholders and external clients
• Assertive in approach and displays excellent persuasion and influence abilities
• Passionate, strong initiative, self-driven with a commitment to succeed
• Excellent written and verbal communication skills
• Excellent client service orientation
• Highly analytical with proven negotiation skills
• Ability to work well in a pressurized environment
• Excellent relationship-building skills
• Good at solving problems and can use initiative to drive innovation
• Strong ability in managing coordinated delivery of service

Academic Qualifications and Certifications:

• Demonstrated and relevant years of experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a Ph.D. or equivalent degree without experience; or equivalent work experience
• ITIL certification

Required Experience:

• Demonstrated years of experience required in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider

What will make you a good fit for the role?
Duties and Responsibilities :

• Conduct proposal support to Sales to aim for accepting orders as much as possible
• Create proposal document for customer
• Act as Project Manager for customer project implementation
• Coordinate with internal (HR, Procurement, Finance, Sales, Operations) and external (customer, vendor, group companies) to finalize the specifications of customer project
• Calculate the cost based on proposed layout and specifications
• Analyze and assess customer requirements for datacenter services from business and technical perspective
• Make a presentation for our datacenter and conduct site tour for customer
• KPI measurement/various reports
• Plan Integration System Test (IST) and User Acceptance Test (UAT) to coordinate with Operations
• Prepare Sales Orders according to the agreed specifications and price
• Design the proposed layout for server room and office room according to request from customer in cooperation with Operations
• Hold a kick-off meeting with the parties concerned
• Conduct proper change management
• Documentation (process visualization/create form)
• Manage order and delivery of cross connect
• Coordinate and work closely with Service Development team and support each other as one team
• Handover to Operations
• Prepare response for RFI/RFP by request from customer
• Create feasible timeline with clarifying all required task
• Manage the cost to ensure profit margin for customer project
• Control the progress and give regular report to the parties concerned
• Process standardization (process establishment/improvement)
• Ensure handover to customer by deadline
• Improve internal process
• Other initiatives
• Manage all proposals for probability, layout, request for service date, etc.
• Automation
• Negotiate with vendor for more competitive price, higher quality and quicker delivery
• Clarify the items and quantities to be procured for internal Purchase Request

Qualifications and skill experience:

• Possess leadership, spirit of challenge, honesty and sense of responsibility
• Candidate must possess at least a Degree in Information Technology, Electrical or Mechanical Engineering with at least 4 years’ relevant experience in Data Center Provider or any other related industry
• Ability to understand Electrical, Mechanical and Plumbing blue print for explanation to customer
• Desirable to possess the qualifications such as CDCP, ITIL, CCNA

Possess good understanding of the relevant authority regulations and good communication,

• Report writing and IT skills
• Good courteous manner with the public
• Excellent interpersonal, verbal and written communication skills in English
• Capable to enjoy working with others, influence others, manage priority of work, do multiple tasks and work under pressure