Client Delivery Manager
NTT Ltd.
Capellen, Luxembourg
il y a 18h

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?The Service Level Manager takes responsibility for the delivery of services to one or more clients.

The Service Level Manager needs to ensure a co-ordinated delivery of the service. They align with Service Delivery Management teams and at times, vendors, preferred suppliers and contractors in other regions to ensure service delivery to the client in accordance with the SLA.

The Service Level Manager is responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contracts.

As the Service Level Manager for a client, they establish excellent working relationships with the client representatives and the client experience is their first objective.

Working at NTT MAIN DUTIES / KEY ACCOUNTABILITIES Relationship Management - Implements stakeholder engagement / communications plan.

Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information Customer Service Support - Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.

Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out.

Contract management - Negotiates and resolves contractual issues, including failure to meet contractual obligations. Service level management - Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.

Availability Management - Oversees and measures the fulfillment of contractual obligations. Supplier Management - Collects supplier performance data and investigates problems.

Monitors and reports on supplier performance, customer satisfaction, and market intelligence. EDUCATION, EXPERIENCE, SKILLS

  • Education required : Relevant Degree (Technical or Commercial)
  • Certifications required : ITIL
  • Work experience required : At least 5 years’ relevant experience in a similar role within a service operations environment Demonstrated client engagement experience with the ability to interact with a variety of stakeholders, including senior level Experience in a managed services and / or support services environment requiring commercial and business acumen
  • Languages : Fluency in English and French German would be an asset What will make you a good fit for the role?
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