Principal Service Delivery Specialist

As a Principal Service Delivery Specialist at NTT DATA, you will play a crucial role in ensuring continuity in service and advocating for the client. Your responsibilities will include managing large and complex client contracts, ensuring client satisfaction, service delivery, and contract profitability. You will be the primary interface managing the services relationship between the client and the organization, owning the service governance structure and overseeing all service management review meetings. Your role will involve identifying trends and areas of improvement in service delivery and communicating this information to regional and global stakeholders. Additionally, you will coach and mentor less experienced Service Delivery Specialists. Key responsibilities: - Work as Independent Contributor (IC) and act as the primary interface managing the services relationship between the client and the organization. - Perform client facing service activation activities and support GDC in service activation completion. - Responsible for operations performance, including Service Improvement Plans, Service Delivery Reports, Escalation management, and Reporting. - Manage Major Incidents, Change Management, and Service First asset verification. - Lead resolution of products and technical issues in concern with assigned Technical Account Manager. - Provide assurance regarding the compliance and lifecycle management for all contracted Services. - Interface with internal contract management teams to normalize and execute change orders. - Monitor client satisfaction and identify service improvement plans. - Coach and mentor junior Service Delivery Specialists. Qualifications and certifications required: - Bachelor's degree or equivalent in Information Technology or Business Administration. - ITIL Certification, such as ITIL Foundation or higher-level certifications. - Project Management Professional (PMP) certification desirable. - Client Relationship Management certification desirable. Experience required: - Extended demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization. - Extended experience in delivering IT services, managing IT projects, and understanding the IT service lifecycle. - Extended experience in managing client relationships and ensuring client satisfaction. About NTT DATA: NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. Committed to accelerating client success and positively impacting society through responsible innovation, NTT DATA is one of the world's leading AI and digital infrastructure providers. As a Global Top Employer, NTT DATA embraces diversity and is an Equal Opportunity Employer. Join the global team and accelerate your career with NTT DATA. Apply today. As a Principal Service Delivery Specialist at NTT DATA, you will play a crucial role in ensuring continuity in service and advocating for the client. Your responsibilities will include managing large and complex client contracts, ensuring client satisfaction, service delivery, and contract profitability. You will be the primary interface managing the services relationship between the client and the organization, owning the service governance structure and overseeing all service management review meetings. Your role will involve identifying trends and areas of improvement in service delivery and communicating this information to regional and global stakeholders. Additionally, you will coach and mentor less experienced Service Delivery Specialists. Key responsibilities: - Work as Independent Contributor (IC) and act as the primary interface managing the services relationship between the client and the organization. - Perform client facing service activation activities and support GDC in service activation completion. - Responsible for operations performance, including Service Improvement Plans, Service Delivery Reports, Escalation management, and Reporting. - Manage Major Incidents, Change Management, and Service First asset verification. - Lead resolution of products and technical issues in concern with assigned Technical Account Manager. - Provide assurance regarding the compliance and lifecycle management for all contracted Services. - Interface with internal contract management teams to normalize and execute change orders. - Monitor client satisfaction and identify service improvement plans. - Coach and mentor junior Service Delivery Specialists. Qualifications and certifications required: - Bachelor's degree or equivalent in Information Technology or Business Administration. - ITIL Certification, such as ITIL Foundation or higher-level certifications. - Project Management Professional (PMP) certification desirable. - Client Relationship Management certification desirable. Experience required: - Extended demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organiz