Service Delivery Supervisor

Job Description

Your career here is about believing in yourself, and taking on great opportunities and new challenges.
It’s about growing your skills and expertise in your current role and preparing yourself for the future. That’s why we encourage you to take every opportunity to grow your career within our great global team.
Are you ready to take the next step in your career

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.
What you’ll be doing

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:
– 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 is 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.
– 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)
– 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 normalize and execute change orders
– Review new offers and service capabilities with the appropriate members of the 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 pressurized 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 a commitment to succeed

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 would make you a good fit for this role
Duties and Responsibilities :
– Coordinate and work closely with Service Development team and support each other as one team
– Conduct proposal support to Sales to aim for accepting orders as much as possible
– Analyze and assess customer requirements for datacenter services from business and technical perspective
– Create proposal document for customer
– Make a presentation for our datacenter and conduct site tour for customer
– Prepare response for RFI/RFP by request from customer
– Design the proposed layout for server room and office room according to request from customer in cooperation with Operations
– Calculate the cost based on proposed layout and specifications
– Manage all proposals for probability, layout, request for service date, etc.
– Coordinate with internal (HR, Procurement, Finance, Sales, Operations) and external (customer, vendor, group companies) to finalize the specifications of customer project
– Prepare Sales Orders according to the agreed specifications and price
– Manage order and delivery of cross connect

Act as Project Manager for customer project implementation
– Create feasible timeline with clarifying all required task
– Clarify the items and quantities to be procured for internal Purchase Request
– Negotiate with vendor for more competitive price, higher quality and quicker delivery
– Manage the cost to ensure profit margin for customer project
– Hold a kick-off meeting with the parties concerned
– Control the progress and give regular report to the parties concerned
– Conduct proper change management
– Plan Integration System Test (IST) and User Acceptance Test (UAT) to coordinate with Operations
– Ensure handover to customer by deadline
– Handover to Operations

Improve internal process
– Process standardization (process establishment/improvement)
– Documentation (process visualization/create form)
– KPI measurement/various reports
– Automation
– Other initiatives

Qualifications and skill experience:
– 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 leadership, spirit of challenge, honesty and sense of responsibility
– Possess good understanding of the relevant authority regulations and good communication, report writing and IT skills
– 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
– Good courteous manner with the public

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:
Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new firsts.

Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

Being your best self – in a progressive Connected Working environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.