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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.
Core Competencies and Qualifications
As the Senior Service Delivery Manager your experience, skills, and qualifications will include: