Service Delivery Manager (f/m/d) IT Support

Req ID: 345382

Competitive salary | Germany: on client site (Hamburg-Hammerbrook) + occasional travel (Lübeck, Manchester/UK)

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

NTT DATA is currently looking for a Service Delivery Manager (f/m/d) IT Support on client site in Hamburg-Hammerbrook (+ occasional travel) for our growing team in Germany.

Position overview:

• Ensure the stability, reliability, and quality of ongoing service operations at one of our key clients
• Drive performance in accordance with contractual obligations, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs)
• Lead and manage escalations, ensuring timely resolution and effective communication with clients and internal teams
• Plan, manage and control the delivery of IT desktop services to ensure client needs are met
• Identify, assess, and mitigate risks to maintain uninterrupted service delivery.
• Engage and be up to speed in Day-to-Day IT Operations
• Engage and facilitate migration of differing IT environments at various client locations to a unified IT environment
• Promote continuous improvement, efficiency, and innovation across delivery processes and operations
• Conduct regular governance and performance reviews, presenting operational insights, risk assessments, and improvement plans
• Collaborate closely with technical, delivery, and support teams to resolve issues, plan changes, and enhance overall service performance
• Monitor and report on service metrics, analyse trends, and recommend proactive improvements
• Oversee budgeting, resource planning, and contract management to ensure operational and financial efficiency
• Engage strategically with clients to align service delivery with business goals, explore enhancement opportunities, and support account growth initiatives

Requirements:

• Several years of experience in IT Service delivery & operations, preferably in managed services or outsourcing
• Ideally with a diverse IT background including Desktop Support & Infrastructure (highly preferred)
• Strong ITIL & Service Management knowledge
• Excellent client management and communication skills
• Proven leadership with cross-functional, multi-location teams
• Advanced verbal and written communication skills in both German and English - must have

Work location:

Fully on client site (Monday-Friday) in Hamburg-Hammerbrook. Occasional travel to other sites (e.g. Lübeck, Manchester/UK).

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

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