Director of Service Delivery

6 days ago

Atlanta, Georgia, United States NTT DATA Full time

Job Overview:

NTT DATA is seeking a seasoned and collaborative Director of Service Delivery to provide strategic direction, organizational leadership, and tactical execution of assigned accounts. The ideal candidate will deliver a superior business partnership experience with agencies and external customers while driving transformation activities towards NTT DATA's goals. A key area of focus for this role is to identify, modify, and execute practices to provide efficient operations and deliver high business value through effective management of IT resources (people, finances, services) and collaboration with other Senior Leaders to integrate highly valued IT services and solutions.

This leader will be customer-focused, work with a high sense of urgency, and a focus on quality, value, and timely delivery. You will direct the technical execution of multiple, concurrent solutions while adhering to government standards and creating a great user experience. You will provide expertise in organizational and people leadership, technical advisory services, program governance, customer and vendor engagement, and continuous service improvement oversight. The Director of Service Delivery will report to the Sr. Director of Digital Workplace Services.

Key Responsibilities:

  • Overall ownership of assigned customer relationships.
  • Accountable for the delivery of service commitments to customers.
  • Develops account plans in coordination with the Customer Executive who owns the integrated, final plan.
  • Manages delivery components of the Account P&L.
  • LOB is responsible for pricing and setting margin, and the Customer Delivery Executive owns deal governance and technical certification.
  • Ensures that full life cycle delivery costs are within or better than the delivery costs committed within the approved deal model.
  • Responsible for profit goals and effectively manages LOB account P&L and forecasts.
  • Directs the efforts of others in the achievement of the strategic and operational objectives of the group.
  • Manages staffing and maintaining a diverse and effective workforce.
  • Responsible for career development/planning, performance, and pay discussions of team members.
  • Coordinates the activities of technical solution team members to meet contract obligations.
  • Provides complex metrics and reporting support to all relevant stakeholders.
  • Identifies opportunities for growth and innovation and supports planning and execution for the same.
  • Proactively identifies potential issues and drives resolution to avoid customer impact and facilitate continuous service improvement.
  • Identifies opportunities for increased productivity and efficiency through identifying new technologies and new and improved ways of executing operational activities.
  • Builds and sustains effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience.
  • Ensures positive customer experience and satisfaction by developing and executing a Net Promoter Score (NPS) Action Plan.
  • Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plans are developed and active.

Required Experience:

  • A minimum of ten (10) years of service delivery experience within Public Sector and Government Agencies.
  • A minimum of ten (10) years of experience managing and developing people on technical teams.
  • Eight (8) years of experience delivering Service Oriented Architectures.
  • Eight (8) years of experience managing a large portfolio of IT Services.
  • Bachelor's Degree or equivalent work experience.

Preferred Experience:

  • Five (5) years of experience working in a Digital Workplace Services environment.
  • Project Management Certification.

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