Delivery Executive Director
Apply now »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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