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Delivery Executive Assoc Director

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Date: Oct 12, 2021

Location: Bangalore, KA, IN

Company: NTT DATA Services

Req ID: 146179 

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 Assoc Director to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

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.
  • Responsible 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 customer 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. 
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    Qualifications for the CDE I role:

  • The CDE position requires a bachelor’s degree in Computer Engineering, Engineering, Computer Science, Information Technology, or related field of study plus 2+ years of experience in the job offered.
  • Requires demonstrated experience with the Information Technology industry including:
    • 1+ years experience in relevant Healthcare and Provider industry experience.
    • 2+ years’ experience in IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles.
    • 2+ years’ experience in end-to-end management of lifecycle projects using project management standards.
    • 2+ years’ experience managing a highly leveraged service environment preferred.
    • 2+ years’ experience and expertise using Enterprise-level ITSM tools such as BMC Remedy or ServiceNow.
    • Multi-year experience in delivery management best practices.
    • Strong knowledge of and proven experience applying an ITIL Service Framework and implementation.
    • ITIL Foundations v4 experience, certification preferred.
    • Excellent customer service skills and interpersonal skills.
    • Strong verbal and written communications skills are a must, as well as the ability to work effectively across internal and external organizations.
    • Ability and willingness to travel to client site as needed, current Visa and passport preferred.
    • Ability to work across multiple time zones.

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. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.


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