Senior Service Delivery Manager, Global Services

  • Company:
    NTT Ltd
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    2 days ago
  • Category:

As COVID-19 continues to impact all of our lives, the health and safety of our people remains our key priority.  Learn more about how we are continuing to recruit and connect with our talent.

Senior Service Delivery Manager, Global Services

Location North Sydney, AU-NSW, Australia Category Services

The Senior Service Delivery Manager (SSDM), Global Services is a senior individual in the Service Governance team reporting to the Director, Service Governance Global Services responsible for the delivery of services to NTT Ltd.’s Security clients within the assigned region, and at times, globally.   The regional focus includes primary responsibility for client satisfaction and engagement with a clear focus on external clients and associated activities supporting the regional and business targets for growth and service excellence. This role is accountable for driving client satisfaction, managing client relationships-both internal and external clients, and maintaining and ensuring the delivery of services in accordance with Service Levels. It is a key responsibility to drive service delivery in accordance with SLAs and OLAs. The SSDM facilitates the delivery of the service by establishing the ‘Single Point of Contact’ interface for the regional services organisations and OpCos, agreeing the points of interaction and escalation and ensuring the continuous delivery of the service according to the contractual commitments and expectations set. The SSDM prepares for the Regional and Client service review meetings and other forums deemed appropriate to support the region, OpCo and Direct clients. The SSDM instigates improvements within the service improvement framework and works closely with the relevant internal and external stakeholders to ensure the implementation of the actions agreed, monitoring service performance.

Long Description

Core Competencies and Qualifications

As the Senior Service Delivery Manager your experience, skills, and qualifications will include:

  • 10+ yrs. experience in Security management and technology operational or services management
  • 5 years+ of experience in Information Risk Management, Organizational Risk Management, or Cybersecurity.
  • Experience managing relationships with both internal and external stakeholders
  • Bachelor’s degree, or equivalent experience, in Information Technology, Engineering, IT Security or other related discipline preferred
  • Strong ability to work across operational teams and in leading in matrixed environments.
  • Experience working in a multi-national company with global teams distributed across various time zones
  • Ability to multi-task and prioritize with great attention to detail
  • Ability to originate new projects with existing clients through understanding of client business needs
  • Demonstrate a strong understanding of the corporate environment, as well as the key business and technology drivers
  • Knowledge of and/or experience working within defined best practices and standards such as ITIL, Lean / Six Sigma, ISO, CobiT and other industry-recognized frameworks

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NTT Ltd. voices Our own Michael Prinz discusses the vital role an organization has in creating a rewarding career. Read more