Service Delivery Manager

1 month ago


Cyberjaya, Malaysia NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In todayâs âiNTTerconnectedâ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worldâs most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.


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 â 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 this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

Working at NTT

Key Roles and Responsibilities:

  • Works as an Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and NTT Ltd
  • Performs client facing service activation activities and support the GDC in service activation completion
  • Responsible for operations performance, including:
  • Service Improvement Plans
  • Establishes, monitors and reports Service Delivery Reports
  • Escalation management and Reporting
  • Meeting management with clients
  • Major incidents - scrutinises adherence to process, recommends changes when SLAs are not met and works with larger delivery teams
  • Change Management â manages and owns all RoE changes
  • Service First - owns Service First asset verification and contract status
  • Vendor Backout - manages backout issues with Vendor
  • 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
  • Highly analytical with good problem solving skills and can use initiative to drive innovation
  • Ability to work well in a pressurised environment
  • Excellent client service orientation
  • Displays excellent persuasion and influence abilities
  • Passionate, strong initiative, self-driven with commitment to succeed
  • Ability to manage budgets, resources, and timelines for service delivery projects
  • Proficient in project management, including planning, execution, monitoring, and project delivery
  • Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery
  • Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
  • Ability to use evaluation, judgement, and interpretation to select right course of action
  • Academic Qualifications and Certifications:
  • Relevant bachelorâs degree or equivalent in Information Technology or Business Administration or related
  • ITIL Certification, such as ITIL Foundation or higher-level certifications
  • Project Management Professional (PMP) certification desirable
  • Client Relationship Management certification desirable
  • Required Experience:
  • Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organisation, preferably IT service provider
  • Seasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycle
  • Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction

Skills Summary

Conflict Management, Contract Management, Customer Centric Solutions, Managed IT Services, Negotiation, Project Management, Service Delivery, Service Level Agreement (SLA)

What will make you a good fit for the role?

Workplace type:

On-site Working

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


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


A career at NTT means:

  • Being part of a global pioneer â 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 â backed with a 150-year heritage of using technology for good. With 40% of the worldâs internet traffic running on our network and where Emoji were first invented, you can be proud of the groupâs many new âfirstsâ.

  • Making a difference â 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 â in a progressive âConnected Workingâ 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 â with a personal and professional development plan and access to the broadest learning offerings in the industry.



  • Cyberjaya, Malaysia Royal Bank of Canada Full time

    **Job Summary** **What is the opportunity?** Our client is a specialist provider of asset services, custody, payments and treasury services. Founded in 1864, they are the 10th largest bank worldwide and the 5th in North America, as measured by market capitalization. They are among a small group of highly rated global banks and are recognized time and time...


  • Cyberjaya, Malaysia Royal Bank of Canada Full time

    **Job Summary** Manages all aspects of organizational data; establishes and maintains policies and procedures for planning, designing and maintaining an information bank to ensure that data services are delivered in a high-quality and profitable manner. Typically supervises hourly and entry-to-mid level employees with day-to-day direction and tasks, in...

  • HR Service Advisor

    6 days ago


    Cyberjaya, Malaysia Experian Full time

    Full-time Employee Status: Regular Role Type: Hybrid Department: Human Resources Schedule: Full Time **Company Description**: - Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life’s big moments - from buying a home or car, to sending a child to college, to growing a business exponentially by...


  • Cyberjaya, Malaysia IT Consultant Service Full time

    _**Nature of Business: IT service and solution provider**_ - **Location: Itech Tower, Cyberjaya**_ - **Position: Personal Assistant (Mandarin speaker)**_ - **Salary Range: RM2,000- RM2,500 | Fresh grads are encouraged to apply**_ - **Working Days: Normal day & normal working hours (5 days | 9:00am - 6.00pm)**_ Job responsibilities: - To provide secretarial...

  • Procurement Manager

    7 days ago


    Cyberjaya, Malaysia PILOT Construction Sdn. Bhd. Full time

    **POSITION**:Procurement Manager **RESPONSIBILITY AND ACCOUNTABILITY** - Source and adequate best supplier in terms of pricing, terms and condition offer and servicing for each type of products. - Evaluate and provide rating for each type of supplier by completion the Evaluation and Selection of Supplier for Contract & Procurement Director for approval. -...


  • Cyberjaya, Malaysia 1Millennium International Sdn Bhd Full time

    1. Gather feedback from assisting client on the effectiveness of the CSM services and provide report on the information gathered to the superior. 2. Work closely with internal teams, including sales, technical support, and marketing, to address client needs and concerns effectively. 3. Maintain accurate and up-to-date records of client interactions,...

  • Outlet Manager

    7 days ago


    Cyberjaya, Malaysia Acerbic Synergy Full time

    **Company**: Giggles & Geeks (F&B industry) **About**:A Restaurant Specializing in Western and Asian Fusion Cuisines **Location**: Cyberjaya **Position**: Outlet Manager **JOB DESCRIPTIONS** - Manage day-to-day operations of the outlet, including customer service, staff supervision, and inventory management. - Train and develop a team of service staff to...

  • HR Services Advisor

    7 days ago


    Cyberjaya, Malaysia Agensi Pekerjaan JobOnline Sdn Bhd Full time

    **HR Services Advisor** **Oil & Gas Industry (Shell)** Location: Cyberjaya Contract Duration: 12 months Working Hour: Monday - Friday, shifts (9am - 6pm OR 1pm - 10pm) - PH rotational work/off **Salary**: RM 3,800 - RM4,100 **Responsibilities**: - Support and provide end to end advice to line managers on simple to medium complexity HR matters (e.g....


  • Cyberjaya, Malaysia GrowthFn Full time

    **Vacancy: Japanese Team Lead - Customer Service** **Location: Cyber Jaya, Malaysia.** **Salary Max: RM 12,400 max + Allowances** **Process: Travel App** **Language: Japanese + English** **Headcounts: 2** **Joining Date: ASAP or with Notice period** **Shift timing** : 8am to 11.30pm, rotational Mon-Sun (No Late Night Shift's) **Education**: Diploma...


  • Cyberjaya, Malaysia Royal Bank of Canada Full time

    **Job Summary** **What is the opportunity?** Our client is a specialist provider of asset services, custody, payments and treasury services. Founded in 1864, they are the 10th largest bank worldwide and the 5th in North America, as measured by market capitalization. They are among a small group of highly rated global banks and are recognized time and time...


  • Cyberjaya, Malaysia Estrada International Staffing Solution Full time

    **Vacancy**: *Native Korean - Customer Service* **Location**: Cyber Jaya, Malaysia. **Salary Max**:RM10,000 **Process**:Travel Account (Aviation) **Language**: Korean + English **Headcounts**:10 **Joining Date**:August 14th **Work hour**: Normal Working hour. Bachelor 's degree required **Role & Responsibilities**: - Take call and provide accurate...

  • Accounts Assistant

    6 days ago


    Cyberjaya, Malaysia Vebo Auto Service Sdn Bhd Full time

    **Introduction** Vebo Auto Service Sdn Bhd is a premium independent automotive service and repair center based in Cyberjaya, Selangor. We specialises in BMW and Mini car models. In view of strong customer demand and future expansion, we’re looking to hire accounts assistant to join our team. **Responsibilities** Our accounts assistant are expected to...


  • Cyberjaya, Malaysia Royal Bank of Canada Full time

    **Job Summary** Lead employees using performance management, manage capacity planning, new staff onboarding and provide oversight and direction to the employees in the department in accordance with the organization's policies and procedures. Ensures all queries to TLM Support arrive via SM9 ticket and resolved on with high standards and on a timely manner....


  • Cyberjaya, Malaysia Royal Bank of Canada Full time

    **Job Summary** Manages all aspects of administrative support functions for large or multiple offices or departments. Manager with HR responsibility. Typically manages and oversees supervisors and/or hourly/professional jobs and responsible for setting the overall direction for employees. - Providing analyses of budgets, project proposals, and business...


  • Cyberjaya, Malaysia Royal Bank of Canada Full time

    **Come Work with Us!** At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose. Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work...


  • Cyberjaya, Selangor, Malaysia Royal Bank of Canada Full time

    Job SummaryJob DescriptionWhat is the opportunity?RBC Investor & Treasury Services Malaysia is a processing center of operational excellence supporting 10 countries across three geographical time zones. The country employs a Global Operating Model to maximise efficiencies across times zones and supports a 24/5 operational capability.You will be responsible...


  • Cyberjaya, Malaysia Ansell Global Trading Center (Malaysia) Sdn. Bhd. (1088855-W) Full time

    **Reporting to the Senior Manager Global Packaging, you will**: - Liaison with stakeholders andIT team members to ensure that system maintenance and backup is properly scheduled, and stakeholders adequately prepared for it. - Conduct regular maintenance services and trouble-shooting for all systems under preventive maintenance program. - Diagnose all...


  • Cyberjaya, Malaysia AT&T Full time

    The SIM position is a post sales service delivery function focused on gathering, analyzing, and validating customer requirements, determining proper configurations and working with customers in understanding the service. It is a technical project management type function that also involves the ordering/tracking/installing/testing of the customer’s premise...


  • Cyberjaya, Selangor, Malaysia Royal Bank of Canada Full time

    Job SummaryManages all aspects of administrative support functions for large or multiple offices or departments. Manager with HR responsibility. Typically manages and oversees supervisors and/or hourly/professional jobs and responsible for setting the overall direction for employees.Job DescriptionProviding analyses of budgets, project proposals, and...

  • Murex Domain Lead

    6 days ago


    Cyberjaya, Malaysia JP Caliber Full time

    _**Domain Lead (Murex) **_ - Work set up: Hybrid (2 days, 3 days onsite) - Work schedule: (9am-6pm) but must be open to do overtime if needed - Is this FTC/Perm role: FTC - **Years of experience : 7 years and above**Responsibilities**:_ - Manages the delivery of large, complex projects using appropriate frameworks and collaborating with sponsors to manage...