Service Delivery Manager
NTT Ltd.
Taipei, Taiwan

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?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 the Service Delivery Specialist to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

Radford reference : "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.

Survey Tip : This role is focused on the relationship between the customer and solution provider during a project of a fixed duration.

Working at NTT Key Roles and Responsibilities : Work as Independent Contributor (IC) Act as the primary interface managing the services relationship between the client and NTT Ltd Perform client facing service activation activities and support GDC in service activation completion Operations performance, including : Service Improvement Plans Establish, monitor and report Service Delivery Reports Escalation management and Reporting Meeting Management with Clients Major Incidents - Scrutinize adherence to process, recommends changes when SLA not met and work with larger delivery teams.

Change Management Manage and own all RoE Changes. Service First - Own Service First asset verification and contract status.

Vendor Backout - Manage backout issues with Vendor. Work with Transition team and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation.

Update runbook regularly to reflect the necessary changes. The run book content includes : Network map(s) Site-level engineering diagrams Client and site contacts Configuration item and IT service mappings (relationships) Lead and facilitate resolution of products and technical issues in concern with assigned Technical Account Manager Provide assurance regarding the compliance of, and lifecycle management for, all contracted Services 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 normalise and execute change orders Review new offers and service capabilities with the appropriate members of team Support billing / invoicing inquiries and / or disputes Monitor 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 clients Excellent relationship building skills Strong ability in managing coordinated delivery of service Excellent written and verbal communication skills Good at solving problems and can use initiative to drive innovation Ability to work well in a pressurised environment Excellent client service orientation Assertive in approach and displays excellent persuasion and influence abilities Highly analytical with proven negotiation skills Passionate, strong initiative, self-driven with commitment to succeed Academic Qualifications and Certifications : 5 to 8 years of 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 Required Experience : Demonstrated years of experience required in service delivery and / or related function in a medium to large ICT organisation, preferably IT service provider What will make you a good fit for the role?

    Standard career level descriptor for job level :

  • 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
  • Typically requires 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


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