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Service Delivery Manager - Support & Maintenance

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NTT DATA

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Location:
France , Paris

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Service Delivery Manager at NTT DATA is a key role responsible for managing the delivery of managed services contracts. The ideal candidate will have a strong background in service delivery, client management, and project management. A bachelor's degree in Information Technology or Business is required, along with relevant certifications such as ITIL and PMP. The role requires a minimum of 5 years of experience in managed services and client management, with a focus on ensuring client satisfaction and meeting service level agreements.

Job Responsibility:

  • Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs)
  • Acts as the primary point of contact for client inquiries, escalations, and feedback
  • Understands client business needs and objectives to tailor required services accordingly
  • Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
  • Collaborates with technical teams to resolve client issues and incidents promptly
  • Monitors and assesses client satisfaction regularly through feedback mechanisms
  • Takes proactive measures to address client concerns and continuously improve service quality
  • Develops account plans and strategies to enhance client engagement and retention
  • Identifies opportunities for upselling or cross-selling additional services
  • Manages the implementation of new services, upgrades, and projects for clients
  • Coordinates project timelines, resources, and deliverables to ensure successful outcomes
  • Ensures that service delivery aligns with contractual agreements and compliance requirements
  • Consults with legal team to ensure that all contract escalations are addressed with contract governance
  • Monitors and reports on contract performance
  • May oversee financial aspects of client accounts, including budgeting and forecasting
  • May manage billing and invoicing processes
  • Collaborates with technical teams to ensure that client environments are stable, secure, and up to date
  • Stays informed about industry trends and emerging technologies to provide informed recommendations to clients
  • Identifies and mitigates risks associated with service delivery and client relationships
  • Develops contingency plans for potential disruptions
  • Maintains accurate records, client documentation, and incident reports
  • Provides regular reports on service performance and client satisfaction to internal and external stakeholders

Requirements:

  • Bachelor's degree or equivalent qualification in Information Technology or Business or related field
  • Relevant ITIL certification preferred
  • Relevant project management certification (for example, PMP) is preferred
  • Seasoned demonstrated experience in a managed services and/or support services environment
  • Seasoned demonstrated experience in managed services - service delivery and client management
  • Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
  • Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements
  • Seasoned demonstrated experience in monitoring contract performance
  • Seasoned demonstrated experience in managing service delivery projects for clients
  • Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms
  • Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality

Additional Information:

Job Posted:
January 25, 2026

Work Type:
Hybrid work
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