Cde Ii

• Day-to-Day Operational Management of NTT DATA accountable services across all service towers
• Maintain and execute Continuous Service Improvement Plans
• Ensure Service Improvement Plans exist for any areas not performing to contracted service levels
• Ensure NTT DATA delivers to contractual commitments to customer
• Populate internal reporting tools on weekly basis with RAG status of account delivery/relationship/financials
• Manage Outage/Escalation/Missed SLA incidents
• Ensure available automation/efficiency programs are implemented and executing appropriately
• Manage Sales Enablement - ensure tight integration with delivery teams
• Deliver P&L for account inclusive of revenue, cost, and margin
• Ensure accurate and timely revenue/cost/margin forecasts for assigned account
• Responsible for cost management to AOP/POS and variance action plans
• Deliver documented Action Plan to close gap of forecast to AOP
• Manage account Ramp-up / Ramp-down processes
• Service Delivery Governance - Customer facing communication responsibilities
• Function as Relationship Management main contact for client Operations Leadership
• Work collaboratively with Client Executive to develop customer relationships, identify and manage relationship risk
• Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plans are developed and active
• Provide Client Excellence Updates to Senior Leadership
• Build and sustain effective communications with all stakeholders and cross-functional teams
• Responsible for improving Client Satisfaction with Delivery Excellence

• Bachelor's degree in Computer Engineering, Engineering, Computer Science, Information Technology, or related field of study
• 15+ years of experience in the job offered
• 5+ years' experience in relevant Manufacturing and Provider industry experience
• 5+ years’ experience in IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles
• 5+ years’ experience in end-to-end management of lifecycle projects using project management standards
• 5+ years’ experience managing a highly leveraged service environment preferred
• 5+ years’ experience and expertise using Enterprise-level ITSM tools such as BMC Remedy or ServiceNow
• Experience in managing projects in Oracle landscape (ERP, OIC, OCI etc)
• Multi-year experience in delivery management best practices
• Strong knowledge of and proven experience applying an ITIL Service Framework and implementation
• ITIL Foundations v4 experience, certification preferred
• Excellent customer service skills and interpersonal skills
• Strong verbal and written communications skills
• Ability and willingness to travel to client site as needed, current Visa and passport preferred
• Ability to work across multiple time zones

• ITIL Foundations v4 certification
• experience managing a highly leveraged service environment

Incentive compensation based on performance