Service Delivery Specialist Job at NTT DATA (Singapore)

Service Delivery Specialist

NTT DATA

Location:
Singapore , Singapore

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Service Delivery Specialist at NTT DATA is a pivotal role focused on managing client relationships and ensuring service excellence. This position requires a bachelor's degree in Information Technology or Business Administration, along with ITIL and PMP certifications. The ideal candidate will have extensive experience in service delivery, project management, and client satisfaction. Strong analytical and communication skills are essential for success in this role.

Job Responsibility:

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

Requirements:

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
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
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

Nice to have:

Project Management Professional (PMP) certification desirable
Client Relationship Management certification desirable

Additional Information:

Job Posted:
January 26, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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