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Team Manager, Service Delivery Management
2 weeks ago
At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.
At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.
**Want to be a part of our team?**
The MS Service Delivery Management Team Leader Role is responsible for ensuring client satisfaction, service delivery and contract profitability for their teams assigned client contracts. These clients require service delivery for more than one NTT Business Units and are often complex by nature and are typically across multiple sites or for multiple NTT service offerings. This role will directly line manage and support a group of Client Delivery Managers in their day-to-day activities providing coaching and guidance and escalation assistance.
**Working at NTT**
**Service Delivery Management Team Leader**
Directly line manages a group of Client Delivery Managers
Creates awareness of strategic objectives and their alignment to the department and company objectives
Coaches the Service Delivery structure to ensure quality service delivery
Develops, manages direct reports to achieve KPIs and achieve SLAs.
Leads by example in living the values of the organisation
Ensures the department is fully equipped to handle the work load and distribute work flow
Communicates effectively, building and maintaining relationships
Develops and empowers people, recognizing and rewarding value-added performance.
Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organizational and individual needs
Ensures performance reviews take place including monthly one-to-ones with direct reports, identifies poor performance and takes corrective action
Facilitate and encourage direct report development in accordance with personal development plans
Support the Client Delivery Managers with client escalations assisting with service improvement plans until resolution
Drive CSAT’s across clients within the portfolio
**Knowledge, Skills and Attributes**:
Ability to establish strong relationships with internal stakeholders and external clients
Excellent relationship building skills
Strong ability in managing coordinated delivery of service
Excellent written and verbal communication skills
Strong collaboration skills
Ability to work well in a pressurized environment
Excellent client centricity
Excellent business acumen and commercial skills
Highly analytical with proven negotiation skills
Passionate, strong initiative, self-driven with commitment to succeed
**Academic Qualifications and Certifications**:
Demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a PhD or equivalent degree without experience; or equivalent work experience
**ITIL certification**
- Minimum - ITIL Intermediate in Service Operations
- Desirable - ITIL Expert
**Required Experience**:
Demonstrated client engagement experience at a very senior level
Demonstrated experience in a Managed Services and / or Support Services environment
Previous line management experience is a pre-requisite
**What will make you a good fit for the role?**
Seasoned and experienced professional
Has full understanding of specialisation area
Resolves wide range of issues in creative ways
Fully qualified, career level, career journey-orientated
Uses good judgement in selecting tools and methods to solve problems
Networks with senior internal and external people in own area of expertise
Receives little instruction on day-to-day work, receives general instructions on new assignments
**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.
