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Delivery Manager

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Date: Oct 19, 2021

Location: Clinton, MD, US

Company: NTT DATA Services

Req ID: 152683 

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 Manager to join our team in Clinton, Maryland (US-MD), United States (US).

Summary of Site Manager (Delivery Manager) duties:

The Site Manager role is responsible for NTT DATA delivery of services at designated our client site in Clinton Maryland.  Must have driver's license and reliable transportation.

Support the account Client Delivery Executive (CDE) across all in-scope service lines, leveraging NTT DATA best practices and helping deliver value to the customer.

Assist the CDE with technical activities required for delivery of services, ensuring the technical solution meets SLA and contract specifications.

Assist the CDE with NTT DATA day-to-day operations and execute delivery transformation activities, serving as the designated Point of Contact (PoC) and Escalation Contact.

Assist the CDE with weekly status updates and metrics inputs for delivery of services (including projects) at designated client sites.

Improve NTT DATA delivery productivity, innovation/automation, tools usage, and reduce rework and repeatable incidents for the designated client sites.

As the PoC for designated client site, the NTT DATA Site Manager is responsible for customer NPS (Net Promoter Score) improvements and overall client satisfaction ratings.

 

Job Responsibilities of the Site Manager (Delivery Manager): 

Provide the customer with a single point of accountability for NTT DATA across all lines of defined business.

Serve as the daily user interface for specified client sites, coordinating as needed NTT DATA delivery teams with the customer to successfully meet service requirements.

Ensure applicable customer specific policies and procedures are documented, available to and applied by the NTT DATA delivery teams.

Proactively engage as the PoC on high profile customer Incidents and critical situations.

Ensure the Problem RCA correction plan resolves the associated technical defect as per process commitments.

Confirm communication updates (internal/external) are executed throughout the escalation process as per NTT DATA requirements.

Proactively direct NTT DATA delivery teams to identify and resolve issues before they affect the customer's environment, thereby reducing outages impact on clinical services and patient care.

As directed by the CDE, develop and present status updates to NTT DATA management and customer leadership.

Achieve the ‘voice of the customer’ targets as defined through the delivery of the above responsibilities.

 

Qualifications for the Site Manager role:

 

5+ years of demonstrated experience with the Information Technology industry including:

  • IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles.
  • End-to-end management of lifecycle projects using project management standards.
  • Experience supporting transition and transformation projects involving large, distributed user bases.
  • Experience managing a highly leveraged service environment.

3+ years of experience and expertise using ITSM tool such as ServiceNow or similar tool.

Position requires employee to be fully vaccinated to the extent required by applicable law.

 

Desired Experience:

  • Strong knowledge of and experience applying an ITIL Service Framework and implementation.
  • Healthcare and Provider industry experience is a big plus
  • Excellent customer service skills
  • Ability and willingness to travel to various client sites throughout the Maryland and/or Washington DC areas when needed
  • Excellent written and oral communications skills.

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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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