• Service Delivery Manager

Industry IT
Experience Range 5 - 10 Years

Job Description
About Us
We are a top 8 global IT services company with operations in 50+ countries. We offer an advanced portfolio of application, business process, cloud, and infrastructure services to businesses and governments worldwide. Our roots cross continents and cultures, dating back five decades. We've grown organically and decisively by acquiring some of the best IT services providers across the globe. This pedigree yields a characteristic special to NTT DATA: The opportunity of a global brand with the creative energy of a start-up. As a Global IT Innovator, innovation is at the heart of what we do. Innovation that makes an impact and improves business performance. Innovation that improves our clients' bottom lines. We're looking for innovators to join our team. NTT DATA Singapore PTE Ltd is a wholly owned subsidiary of NTT DATA Corp, a part of NTT Group, the world’s 65th Largest Company according to Fortune Magazine. The Singapore entity of NTT DATA is an S10 government-registered supplier and forms the core of NTT DATA’s APAC operations and is positioned as a gateway of our global capabilities in Singapore and APAC region.
Roles and Responsibility

Service Delivery Manager is responsible for managing and monitoring Service Level Agreement’s (SLA) requirements so as to ensure the contractual requirements’ levels are met and tasked to take on responsibilities during contract transition phases.

The incumbent will work with transition teams to ensure that transition deliverables are delivered according to plan and operational for post-transition. 

Lead and drive the service delivery for assigned accounts

Accountable for the success of projects implementation for assigned contracts

Manage and communicate with key holders on daily operational support

Monitor and ensure SLAs are met, issues escalated and prioritized

Act as the point of contact for service delivery

Responsible for service delivery of account and prioritization of work requests

Manage a team of server/network and resident engineers. 

Required to manage data centre operations and ensure the necessary processes are in place to support service/equipment on boarding, network and physical security, service contingencies etc.

Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business

Identify operational gaps and drive to ensure closure, both internally and externally

Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams

Ensure delivery to cost plan

Any other ad-hoc duties as required or assigned


Job Requirements

Bachelor Degree or Diploma in Information Technology/Information Systems/Computer Science, Business IT or other relevant disciplines

At least 5 years of relevant experience

At least 10 years of IT outsourcing experience with proven ability to work in large groups and for large accounts, to lead large teams

At least 3 years of experience in data center management

Recruiter Name Elaine Lee
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