Service Delivery Manager

1 month ago

Subang Jaya, Selangor, Malaysia NTT Full time

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Service Delivery Specialist is a seasoned subject matter expert, responsible for providing continuity in service and acts as an advocate for the client. This role supports the business by taking responsibility for overall contract management for medium to large complex client contracts and is 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 Support Services offerings. They are the primary interface managing the services relationship between the client and the organization. This role owns 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.

What you'll be doing

Key Responsibilities:

  • Works as an Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and the organization.
  • 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 - scrutinizes 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.
  • Works with Transition teams and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation.
  • Updates runbook regularly to reflect the necessary changes. The runbook content includes Network map(s); Site-level engineering diagrams; Client and site contacts; Configuration item and IT service mappings (relationships).
  • Leads and facilitates resolution of products and technical issues in concern with assigned Technical Account Manager.
  • Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services.
  • Receives and manages 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.
  • Interfaces with internal contract management teams to normalize and execute change orders.
  • Reviews new offers and service capabilities with the appropriate members of team.
  • Supports billing / invoicing inquiries and / or disputes.
  • Monitors client satisfaction and identify service improvement plans to address client's satisfaction with the service.


Knowledge and Attributes:

  • Ability to establish strong relationships with internal stakeholders and external clients.
  • Seasoned 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 pressurized environment.
  • Excellent client service orientation.
  • Displays excellent persuasion and influence abilities.
  • Passionate, strong initiative, self-driven with commitment to succeed.
  • Seasoned ability to manage budgets, resources, and timelines for service delivery projects.
  • Seasoned proficiency 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.


Academic Qualifications and Certifications:

  • Relevant bachelor's degree or equivalent in Information Technology or Business Administration or related field.
  • 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 organization, 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.

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

  • Service Delivery Manager

    24 hours ago

    Subang Jaya, Selangor, Malaysia Hemmersbach GmbH & Co. KG Full time

    {"h3": "Service Delivery Excellence", "p": "At Hemmersbach GmbH & Co. KG, we are seeking a highly skilled Service Delivery Manager to lead our IT service delivery efforts in the APAC region. As a key member of our team, you will be responsible for ensuring the smooth delivery of services, achieving overall customer satisfaction, and driving commercial...

  • Service delivery manager

    3 weeks ago

    Subang Jaya, Selangor, Malaysia Hemmersbach Full time

    Your skills Fluent English Previous work experience (or equivalent) in project management and Service Delivery, preferable in IT field/ services Degree in Computer Science, Management, Economics or equivalent field Previous experience of customer relationship management Your Tasks Being responsible for the delivery of services, across all service-lines (SD,...

  • Service delivery manager

    2 months ago

    Subang Jaya, Selangor, Malaysia HEMMERSBACH MALAYSIA SDN BHD Full time

    Job Tasks: Lead assigned team in order to implement all requirements of the customer contract, defining, planning, tracking and managing the assigned project & targets successfully Serve as operational customer contact and focal point for all operational issues relevant to each project Monitor and evaluate service delivery processes and outcomes to ensure...

  • Service Delivery Manager

    7 days ago

    Subang Jaya, Selangor, Malaysia Hemmersbach GmbH & Co. KG Full time

    About the RoleWe are seeking a highly skilled Service Delivery Manager to lead our IT project delivery team in the APAC region. As a key member of our organization, you will be responsible for ensuring the smooth delivery of services, achieving customer satisfaction, and driving commercial success.Key ResponsibilitiesProject Management: Oversee the delivery...

  • SE Asia Cluster IT Site Delivery Manager

    6 days ago

    Subang Jaya, Selangor, Malaysia Hitachi Vantara Corporation Full time

    About the RoleHitachi Energy is seeking a highly skilled IT Site Delivery Manager to lead our IT team in Southeast Asia. As a key member of our organization, you will be responsible for delivering exceptional IT services to our factories and offices in Vietnam, South Korea, Thailand, Malaysia, Australia, and Singapore.Key ResponsibilitiesManage the IT team...

  • Head of People Experience, Delivery

    6 days ago

    Subang Jaya, Selangor, Malaysia GrabTaxi Holdings Pte. Ltd. Full time

    About Grab and Our WorkplaceGrab is a leading superapp in Southeast Asia, providing a wide range of services including food delivery, transportation, and financial services. Our mission is to make a lasting difference for Southeast Asia by creating economic empowerment for everyone.Our ValuesWe are guided by our four core values of Heart, Hunger, Honour, and...

  • Customer Service Director

    4 days ago

    Subang Jaya, Selangor, Malaysia CX One Sdn Bhd Full time

    Job DescriptionJob Title: Customer Service DirectorJob Summary:CX One Sdn Bhd is seeking a highly skilled and experienced Customer Service Director to lead our support team. As a key member of our organization, you will be responsible for providing top-notch customer service, fostering collaboration, and driving strategic improvement.Key...

  • Service Manager

    3 weeks ago

    Subang Jaya, Selangor, Malaysia Danaher Full time

    The Service Manager - Diagnostics, Malaysia role will be the lead member of the Malaysia Diagnostics (Dx) Customer Care team leading the local implementation of support deliverables, policy, operational controls and change management with direct associates and internal stakeholders. Reporting to the Country GM, Dx Platform Malaysia, this position has the...

  • Assistant Manager/Manager-Board Advisory Services

    4 months ago

    Subang Jaya, Selangor, Malaysia KPMG in Malaysia Full time

    DescriptionsKPMG in Malaysia provides Audit, Tax, and Advisory services. Established in 1928, not only is our Firm one of the oldest in Malaysia but also the oldest KPMG Firm in the Asia Pacific region.With approximately over 2,000 staff positioned in 8 offices nationwide, our goal is to turn knowledge into value for the benefit of our clients, our people,...

  • Customer Service Specialist

    1 month ago

    Subang Jaya, Selangor, Malaysia Schlumberger Full time

    Customer Service Specialist - Russian SpeakingPetaling Jaya - MalaysiaAbout usWe are a global technology company, driving energy innovation for a balanced planet.​ Together, we create amazing technology that unlocks access to energy for the benefit of all.​Our inclusive culture is the key to our success. We collaborate with our internal community of...

  • Customer Service Specialist

    1 month ago

    Subang Jaya, Selangor, Malaysia SLB Full time

    About us We are a global technology company, driving energy innovation for a balanced planet. Together, we create amazing technology that unlocks access to energy for the benefit of all. Our inclusive culture is the key to our success. We collaborate with our internal community of colleagues, alumni, and our valued external partners to support each other...

  • Manager, technical services

    1 month ago

    Subang Jaya, Selangor, Malaysia DKSH Group Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Manager, Technical Services Location: Petaling Jaya, MY, MY Global Business Unit:TECJob Function:Engineering Requisition Number: Description: Job Summary Manage the technical service and maintenance team to provide timely and reliable technical services to...

  • Customer Support Manager

    2 days ago

    Subang Jaya, Selangor, Malaysia CX One Sdn Bhd Full time

    Key ResponsibilitiesTeam Leadership and Talent Development: Provide strategic leadership, guidance, and mentoring to the support staff, overseeing recruitment, training, and ongoing development to foster a high-performance culture and ensure a skilled and motivated team.Service Delivery and Quality Assurance: Oversee daily service delivery operations,...

  • Operating Unit Service Manager, Asia Pacific

    6 days ago

    Subang Jaya, Selangor, Malaysia Hitachi Vantara Corporation Full time

    About the RoleThe Operating Unit Service Manager – Asia Pacific (APAC) will be responsible for implementing and further developing the Business Unit Service strategy in the Operating Unit for Automation and Communications (AC). This role will lead the growth of the Service business through countries and AC Product Group to ensure achievement of performance...

  • Head of Operations Manager

    6 days ago

    Subang Jaya, Selangor, Malaysia RecruitGo Full time

    Job Description**About the Role**We are seeking a highly skilled and experienced Head of Operations to lead and manage the overall operations of our delivery department. As a key member of our team, you will be responsible for ensuring efficient, cost-effective, and customer-centric service delivery.Key Responsibilities:Train and supervise a team of delivery...

  • Data Scientist

    4 hours ago

    Subang Jaya, Selangor, Malaysia GrabTaxi Holdings Pte. Ltd. Full time

    {"title": "Data Scientist Role Overview", "content": "At Grab, we're revolutionizing the way people move around and access services in Southeast Asia. As a Data Scientist on our Deliveries Analytics team, you'll play a critical role in driving business growth and customer satisfaction.As a key member of our team, you'll collaborate with cross-functional...

  • Clinical administrative coordinator

    7 days ago

    Subang Jaya, Selangor, Malaysia AEON Credit Service Full time

    Job Responsibility Main Purpose Of Job The main purpose of a collector is to manage customer's accounts on a monthly basis, ensure all accounts are paid before the due date, and to ensure customer accounts are maintained and do not increase in aging. Job Description Responsible for each separate individual result (collection result). Advise customers to make...

  • Customer service executive

    2 months ago

    Subang Jaya, Selangor, Malaysia Tyson Foods Full time

    Purpose / Mission: Managing the relationship between internal and the international customers with respect to their assigned geographies. Manage the Sales Orders from purchase order to delivery. Communicate regular and reliable information to the customers.Duties & Responsibilities: Responsible for all aspects of the relationship including receipt of...

  • Medical administrative specialist

    6 days ago

    Subang Jaya, Selangor, Malaysia AEON Credit Service Full time

    Job Responsibility Main Purpose Of Job The main purpose of a collector is to manage customer's accounts on a monthly basis, ensure all accounts are paid before the due date, and to ensure customer accounts are maintained and do not increase in aging. Job Description Responsible for each separate individual result (collection result). Advise customers to make...

  • Customer Service Representative

    6 days ago

    Subang Jaya, Selangor, Malaysia Abbott Laboratories Full time

    Job SummaryWe are seeking a highly skilled and experienced professional to join our team at Abbott Laboratories as a Customer Service Representative. This role will be responsible for providing exceptional customer service to our distributors and ensuring that their needs are met in a timely and efficient manner.Key ResponsibilitiesInventory...