We Transform. SAP® Solutions into Value

Empowering you – to break new ground.

We understand the business of our clients and know what it takes to transform it into the future. At NTT DATA Business Solutions, we drive innovation - from advisory and implementation, to managed services and beyond, we continuously improve SAP solutions and technology to make them work for companies – and for their people.

Does that sound like a challenge that suits you? Then we would love to get in touch! Whatever your current core competencies are: We will empower you with everything you need in order to help companies in more than 30 countries to become more efficient and effective.

At the same time, you can always rely on a culture of mutual respect and strong solidarity. Are you ready to break new ground?

Position Description: The Senior Service Delivery Manager will be responsible for establishing, maintaining and executing the Service Delivery strategy, methodology and model for Managed Services:

• To Strategic Accounts leveraging Service Delivery Managers and consistent operating procedures
• To segmented “B” and “C” accounts leveraging Customer Success Managers and consistent operating procedures
• To the AMS - Customer Success organization leveraging Quality & Governance management to ensure consistent operating procedures across the lines of business

This role is directly responsible for the delivery and profitability of the work delivered to the Strategic Account(s). In this role, the Sr. Service Delivery Manager assists and advises a group of Service Delivery Managers, whose primary focus is to deliver with excellence for one or more of our Strategic support customers. The Sr. Service Delivery Manager will also advise Customer Success Manager(s) coordinating delivery to “B” and/or “C” accounts. The Sr. Service Delivery Manager will work directly with Service Delivery Managers on ensuring the quality delivery of Managed Services which includes providing strategic insight based on support operations, helping clients reduce operational spend to invest in capital initiatives, managing priorities, reporting performance metrics (SLAs/KPIs), billing, coordinating project and support budgets, resolving any conflicts, and communicating upcoming demand outside of the direct account team. The Sr. Service Delivery Manager is directly responsible for overall customer satisfaction and delivery of the work product to Strategic Accounts as well as providing feedback to Service Delivery Managers. She/he will also be responsible for establishing consistent standards and processes regarding delivery management. The Sr. Service Delivery Manager may also have an account(s) to manage.

The Sr. Service Delivery Manager will collaborate across the Customer Success Organization: Application Management, Hosting and Maintenance. The Sr. SDM will collaborate with and support the Service Delivery Managers, Operations Delivery Managers, Account Managers or Sales to identify, execute, and expand delivery activities necessary to achieve strategic account plans and goals.

Duties and Responsibilities:

A. Customer/Engagement Management

Provide:

1. Strategic insight and advice regarding reducing operational spend
2. Customer satisfaction and relationship building
3. Service Delivery Management and Quality Assurance to both NTT Data Business Solutions Inc. and client policies/procedures
4. Resource scheduling and coordination with staffing managers within the staffing process
5. Coordination of Management reporting (SLAs, KPIs, profitability, customer satisfaction)
6. Collaborate and direct delivery activities with all LOBs involved with the account
7. Create awareness of cross-LOB initiatives that will impact delivery of Support services to the client (Projects, Organizational changes, etc.)
8. Participate in account planning and development, QBR, and scorecards with Sales and Account Managers

B. Project Management Responsibilities

1. Engage Project Management organization for all projects related to the client
2. Establish and execute a comprehensive plan for the successful hand-off and transition work from the Project Team to the Support Team
3. Ensure NTT Data Business Solutions Inc. profitability on the account through adherence to project estimates and service quality

C. Resource Management Responsibilities

1. Project and Account management of Service Delivery Managers, Customer Care Managers, and Quality & Governance resources
2. Contribute to NTT Data Business Solutions Inc. growth objectives by providing mentoring to new and existing employees
3. Provide challenging growth opportunities for team members based on account opportunities
4. Proactively contribute to effective development of consultants
5. Ensure team members are submitting weekly status and time reports

Position Requirements/Qualifications:

1. Bachelor’s degree, preferably in a technical discipline or equivalent experience.
2. Minimum of 8 years of combined experience in the following functions: Strategic Sales, Customer Success, Renewal Sales, Consulting, Service Delivery, Account, or Program Management experience
3. ITIL Framework understanding and knowledge
4. Cross functional SAP expertise with an ability to talk at a medium to high level across the entire application
5. Experience across multiple industries
6. Ability to lead strategic Application Support discussion with client
7. SAP support (client or consulting) experience

Preferred

1. Advanced degree
2. ITIL V3 Foundations Certification

NTT Data Business Solutions offers competitive salaries, excellent health and dental benefits, including Flexible Paid Time Off in addition to 10 paid holidays, a 401k plan, remote work opportunities and many other great benefits. Would you have an interest in pursuing a position with our high growth firm?

The annual base compensation range for this role will be $108,866 - $206,632. The exact compensation at which this job is filled will be determined by a number of factors including but not limited to organizational needs and the qualified candidate’s skill set, certifications, and experience.

Employment is contingent upon the completion of a satisfactory background check | NTT Data Business Solutions participates in E-Verify | No third-party applications will be accepted.