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Delivery Executive Director

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Date: Feb 2, 2021

Location: Baltimore, MD, US

Company: NTT DATA Services

Req ID: 109831 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Delivery Executive Director to join our team in Baltimore, Maryland (US-MD), United States (US).

Primary Responsibilities:

 

OPERATIONS

  • Responsible for 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 (i.e. Client Delivery Central and Service Excellence Portal) with RAG status of account delivery/relationship/financials.  Ensure plans exist to turn any Amber/Red status to Green with clear Go to Green Plan dates.
  • 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.

FINANCIAL

  • Deliver P&L for account inclusive of revenue, cost, and margin.
  • Ensure accurate and timely revenue/cost/margin forecasts for assigned account.
  • Responsiblie for cost management to AOP/POS and variance action plans.
  • Deliver documented Action Plan to close gap of forecast to AOP (Productivity items and Growth items).
  • Manage account Ramp-up / Ramp-down processes.

CLIENT GOVERNANCE & RELATIONSHIP

  • Service Delivery Governance - Customer facing communication responsibilities.
  • Function as Relationship Management main contact for client Operations Leadership.
  • Work collaboratively with Client Executive to develop cusomter 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 in an effort to maximize the customer experience.
  • Responsible for improving Client Satisfaction with Delivery Excellence. As needed, develop Client Satisfaction Improvement plans in partnership with the Business Unit Client Executive in response to NPS Feedback.

 

  • Must-Have Primary Skill
    Account/Delivery Management-Delivery Oversight
    Primary Skill: Yrs Exp
    Expert (5+ Years Experience)
    Must-Have Skill 2
    Delivery Management-Operations & Management
    Must-Have: Yrs Exp 2
    Expert (5+ Years Experience)
    NICE-TO-HAVE SKILLS
    Nice-to-Have Skill 1
    Healthcare-Healthcare Systems-Provider
    Min Yrs Exp 1
    Expert (5+ Years Experience)
    Nice-to-Have Skill 2
    Account/Delivery Management-Delivery Oversight-ITIL/ITSM Processes
    Min Yrs Exp 2
    Expert (5+ Years Experience)
    Nice-to-Have Skill 3
    Account/Delivery Management-Project & Program Management
    Min Yrs Exp 3
    Master (8+ Years Experience)

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.


Nearest Major Market: Baltimore

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