Service Delivery Manager

3 weeks ago

Cyberjaya, Selangor, 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 today's 'iNTTerconnected' 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 world's 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 – 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 – 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 bachelor's 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 – 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.

  • Service Delivery Manager

    7 days ago

    Cyberjaya, Selangor, Malaysia Nasstar Full time

    WE'RE RECRUITINGAs one of the UK's fastest growing MSPs, we're on the lookout for a Service Delivery ManagerLocation: Cyberjaya, MalaysiaSalary: Competitive Base + BenefitsJob Type: Permanent, Full-timeHours: 40 hours per week primarily covering core UK hoursA fantastic opportunity awaits to join our Global Services team as a Service Delivery Manager. You'll...

  • Delivery Trainee

    7 days ago

    Cyberjaya, Selangor, Malaysia Tesla Full time

    What to Expect The Tesla Delivery team is committed to providing the best ownership experience possible to our customers. This position is a great opportunity to join a world class expanding technology company and have a direct impact on our delivery promise as customers take ownership of their new vehicles. The Delivery Trainee role is the direct point of...

  • Supervisor, Data Service Delivery

    7 days ago

    Cyberjaya, Selangor, Malaysia Royal Bank of Canada Full time

    Job SummaryManages 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 alignment...

  • Associate Director, Data Service Delivery M/F

    7 days ago

    Cyberjaya, Selangor, Malaysia Crédit Agricole Group Full time

    What will you do?Responsible for the management of the DSD teams within the department under the global model and / or across designated 'home' locations as applicable to the respective teams under the senior manager's jurisdictionEnsuring delivery of the services to internal and external clients within prescribed timeframes with a high level of...

  • Re Hard Services Manager

    7 days ago

    Cyberjaya, Selangor, Malaysia Shell Full time

    The Role:PropositionThe Real Estate (RE) Hard Services Manager is responsible for the delivery of preventive maintenance services and overall building systems reliability of the facility within the real estate scope including space planning and management in collaboration with the IFM partner/contractor and other external suppliers and the building...

  • Service Manager

    7 days ago

    Cyberjaya, Selangor, Malaysia AT&T Full time

    Supports complex account modules with higher revenue of the organization, acting as the pivotal team member on all customer crisis issues, this position is held accountable for all customer issues while simultaneously concentrating on process improvement and customer satisfaction.This position is charged with resolving customer issues with the independent...

  • Manager, Reconciliations Services

    7 days ago

    Cyberjaya, Selangor, Malaysia Royal Bank of Canada Full time

    Job SummaryThis position is responsible to manage Reconciliations Services' day-to-day processing of reconciliations, perform escalations, providing leadership and vision to members of the Reconciliation Team in Malaysia covering Trade and Cash reconciliations. The incumbent has input on the planning and controls of the team, directing its business, and...

  • Manager, pricing

    7 days ago

    Cyberjaya, Selangor, Malaysia CACEIS Full time

    du poste CACEIS Investor & Treasury Services Malaysia is a processing center of operational excellence supporting 10 countries across three geographical time zones. Malaysia is one of two operational processing hubs that supports Custody Transaction Management; Settlements; NAV Production; Fund Reporting; Shareholder Services; Global Fund Platform Services;...

  • Manager, pricing

    3 weeks ago

    Cyberjaya, Selangor, Malaysia CACEIS Full time

    du poste CACEIS Investor & Treasury Services Malaysia is a processing center of operational excellence supporting 10 countries across three geographical time zones. Malaysia is one of two operational processing hubs that supports Custody Transaction Management; Settlements; NAV Production; Fund Reporting; Shareholder Services; Global Fund Platform Services;...

  • Facility Manager

    7 days ago

    Cyberjaya, Selangor, Malaysia GAGASAN SENTRAL SDN BHD Full time

    Develop and implement a facility management program including daily surveillance, plan preventative maintenance and life-cycle requirements. Conduct and document regular facilities inspections. Ensure compliance with health and safety standard and industry codes. Allocate and manage facility space for maximum efficiency. Coordinate intraoffice moves....

  • Problem Manager

    7 days ago

    Cyberjaya, Selangor, Malaysia Atos Full time

    Publication Date:Aug 28, 2023RefNo:485079Location:Cyberjaya, Selangor Darul Ehsa, MY, 63000The future is our choiceAt Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people's skills and backgrounds to make the right choices with our...

  • HR Service Advisor

    7 days ago

    Cyberjaya, Selangor, Malaysia Experian Full time

    Full-timeEmployee Status: RegularRole Type: HybridDepartment: Human ResourcesSchedule: Full TimeCompany 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 connecting it with...

  • HR Service Advisor

    7 days ago

    Cyberjaya, Selangor, Malaysia Experian Full time

    Company DescriptionExperian 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 connecting it with new customers - we empower consumers and our clients to manage data with confidence so they can...

  • Customer Service Representative

    7 days ago

    Cyberjaya, Selangor, Malaysia NES Fircroft Full time

    Purpose:The Customer Success Specialist supports our customer's daily operations, delivering all relevant services to the customer from product ordering till collection of cash. The Customer Success Specialist owns contract management, pricing, ordering, delivery, invoicing and cash collection process. This role makes sure Customers find it easy to do...

  • Customer Service

    7 days ago

    Cyberjaya, Selangor, Malaysia Growthfn Sdn Bhd Full time

    Take call and provide accurate answer to customer queries. Experience working in Aviation or travel account is an added advantage Delivery excellent customer support & services and offering patient assistance at all times. Respond to customer's inquiries over knowledge acquired through training (client product, continuous improvement, and refresher courses)....

  • Procurement Manager

    7 days ago

    Cyberjaya, Selangor, Malaysia PILOT Construction Sdn. Bhd. Full time

    POSITION:Procurement ManagerRESPONSIBILITY 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. Conduct and...

  • Customer Service

    7 days ago

    Cyberjaya, Selangor, Malaysia Growthfn Sdn Bhd Full time

    Take calls and provide accurate answers to customer queries. Experience working in Aviation or travel accounts is an added advantage Delivery excellent customer support & services and offering patient assistance at all times. Respond to customer's inquiries over knowledge acquired through training (client product, continuous improvement, and refresher...

  • Customer Service Operation

    7 days ago

    Cyberjaya, Selangor, Malaysia Agensi Pekerjaan Ideal Reliance Sdn Bhd Full time

    Job Details: Location: CyberjayaContract Duration: 6 months Working Hour: Monday Friday, 9am 6pm OR 8.30am 5.30pm Offered Salary: Up to RM 3,200Responsibilities:General Inquiries: To handle and resolve all queries relating to marketing activities. Troubleshoot and resolve transaction related issue at station which may be due to various reasons.Online...

  • Administrator, Private Capital Services

    7 days ago

    Cyberjaya, Selangor, Malaysia Genius Brio Sdn Bhd Full time

    The individual is responsible for static data collection and update of the client portfolio for all client transactions across the year. This includes understanding the Client documents and retrieving the necessary information accurately. To maintain highest level of service quality and performance in compliance with Private Capital Services mission and...

  • Administrator, Private Capital Services

    7 days ago

    Cyberjaya, Selangor, Malaysia AGENSI PEKERJAAN GENIUS BRIO SDN. BHD. Full time

    The individual is responsible for static data collection and update of the client portfolio for all client transactions across the year. This includes understanding the Client documents and retrieving the necessary information accurately. To maintain highest level of service quality and performance in compliance with Private Capital Services mission and...