Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.
Working at NTT
Job Description
As a Service Delivery Manager within the CSO unit you will be responsible for developing and maintaining strong, positive business relationships with both internal and external clients to clearly understand their business processes, requirements, and contracted services. This role require that you ensure that the services are provided to your client, as contracted whilst initiating and managing service improvements, where and when required. Operational management and overseeing delivery are part of your day-to-day activities whilst managing the third parties delivering the services ensuring they perform their contractual obligations. As the SIAM you will be managing multiple suppliers of services and integrating them to provide a single business service to your clients.
In this position your key accountabilities will be to:
- Building and maintaining key client relationships and an aptitude for identifying and understanding your clients business processes and requirements.
- Support the process of reviewing propositions/contracts and/or setting up of new contracts.
- Mobilize, and lead cross departmental teams and third parties in the frame of delivering high value, contracted services to your clients.
- Fully comprehend the as sold services and service levels, evaluating it against client requirements and working with broader organization to align and meet client needs.
- Understand client services and related commercials, working with sales and credit controllers to ensure sound accurate commercials for the contracted services within your control and coordinating the resolution of any financial queries or disputes.
- Develop an operational and service management approach with the client to align to client needs.
- Establish a third party engagement and performance management model, facilitating monthly reviews and enhancing agreements and contracts.
- Managing day-to-day delivery of the operational teams and third parties, through effective and efficient oversight and management processes.
- Own and drive all major outages and incidents, being the single point of contact to the client until resolution.
- Reporting and data analysis with feedback of specific focus on analyzing of Service Delivery and to identify the appropriate Best Practice strategy.
- Continuously evaluate business capacity and actively advise Senior Management on the capacity to establish new Strategies and Services.
- Risk management, through a risk register, identifying various risks; contractual, commercial, technology, governance or delivery risks.
- Responsible for managing meetings, presentations and reports required to effectively manage the service.
- Exchange knowledge and find support from other Service Delivery Managers in implementing our growth strategy.
- Degree and or National Diploma in Information Technology.
- ITIL V3/V4 Certified.
- SIAM and other relevant industry certification advantageous.
- Experience in managing complex contracts and integrating various teams and third parties as a cohesive delivery team.
- Working within multinational business service environments and delivery against targets.
- Considerable operations experience particularly with a focus on efficiency and effectiveness, service quality delivery.
following skill profile:
- Good understanding and ability to work in a matrix driven cross functional environment.
- Good organizational and time-management skills
- Self-motivated, able to work from own initiative and able to work as part of a team.
- Strong knowledge of MS software packages
- Perseverance, tolerance, and resilience
- A client centric and continuous improvement mind-set
What will make you a good fit for the role?
