Service Delivery Manager

Req ID: 358512 

NTT DATA 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 Service Delivery Manager to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Key Responsibilities
1. Service Delivery Governance

Own end-to-end service delivery for assigned accounts.
Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
Conduct service review meetings (weekly/monthly/quarterly).
Monitor and report service performance metrics.
Manage risk, issues, and escalations to resolution.

2. Client Relationship Management

Act as the primary point of contact for operational matters.
Build and maintain strong client relationships.
Align services with evolving business requirements.
Manage stakeholder expectations and communication plans.

3. Operational Management

Oversee incident, problem, change, and request management processes.
Ensure ITIL-aligned service management practices.
Drive root cause analysis and preventive actions.
Ensure resource capacity planning and workload balancing.

4. Financial & Commercial Oversight

Track service revenue, margins, and cost controls.
Manage invoicing validation and financial forecasting.
Identify upsell/cross-sell opportunities.
Support contract renewals and scope changes.

5. Continuous Improvement

Lead service improvement initiatives.
Conduct service maturity assessments.
Implement automation and process optimization initiatives.
Drive customer satisfaction improvements (CSAT/NPS).

6. Team Leadership

Lead cross-functional delivery teams.
Mentor and develop team members.
Facilitate collaboration across technical and support functions.
Ensure performance management and accountability.
Required Qualifications

Bachelor’s degree in Information Technology, Business Administration, or related field.

10–15 years of experience in IT service delivery or operations management.
Strong understanding of ITIL framework (ITIL certification preferred).
Experience managing enterprise clients and multi-disciplinary teams.
Demonstrated experience managing SLAs and service reporting.
Strong financial acumen and contract understanding.

Preferred Certifications
ITIL (Foundation / Intermediate / Expert)
PMP / PRINCE2
Six Sigma / Lean (preferred)
Agile / SAFe (if relevant to delivery model)

Key Skills & Competencies

Service governance and SLA management
Client engagement and stakeholder management
Risk and escalation management
Financial and commercial awareness
Process optimization and continuous improvement
Leadership and team coordination
Strong communication and presentation skills
KPIs / Performance Metrics
SLA adherence %
Incident resolution time
Customer satisfaction score (CSAT/NPS)
Revenue and margin performance
Reduction in repeat incidents
Service improvement implementation rate

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

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.

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