Service Delivery Manager
Service Delivery Manager

Who we are:

You'll be joining the 6th largest IT Service Provider, present in more than 88 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester.

Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first.

We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as “DO Diversity”, aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the “City Gives Back” allows us to support our local community that has been affected by the COVID-19 pandemic...and much more!

We understand you may not tick all the boxes of the requirements list, but if you are interested in this or any other opportunities within NTT DATA, do not think twice and apply!

As part of our continuous growth, we are looking for a Service Delivery Manager to join our Application Management & Testing team in London.

Our Application Management & Testing team sits within the AIS area and this team works with clients from a variety of sectors. As a SDM Project Manager you will manage the delivery of outsourced services that could operate across Service Management, Application Management, Digital Application Management, QA & Testing and Intelligent Automation.

What you'll be doing:

  • Act as the service integration point for the client to ensure consistency of services 
  • Planning & Tracking: defining and tracking development sprints and the development team progress. Planning and tracking the delivery of support tickets and its release to Production.
  • Reporting: providing concise and accurate information to advise and drive actions which will be communicated to the client and internal collaborators on progress during the project. Lead weekly meetings with the client as well as monthly service and project reviews.
  • User Testing Management: ensure the teams are looking after the UAT of all tickets and have the necessary approvals for their release.
  • Ensure complex / high priority incidents are managed efficiently and effectively
  • Lead teams across multiple locations and time zones and will support trading businesses across multi-location / time zones 
  • Has a detailed understanding of the service and critical metrics (SLAs, KPIs, etc.) to be able to evaluate and review service performance and technical information.
  • Inspire and challenge team members to higher levels of performance & efficiency 
  • Has accountability for the smooth implementation of change into the production environment by ensuring ITIL disciplines are followed
  • Provides meaningful reporting as agreed with the business and client to track service delivery (ensure by planning) and identify areas for improvement 
  • Collaborating with client leadership across various disciplines, provides guidance 
  • Drives continual improvement of the capabilities and the delivery of services across the service scope 
  • Will need to take the initiative to improve the service and operate to deadline.

What you'll need:

  • Extensive experience in an IT field, or equivalent relevant work experience
  • Demonstrates leadership in executing IT plans successfully that enable technical or business capabilities and address technology or business priorities
  • Experienced in a Service/Project Management role, running and driving ITIL processes
  • Understanding Agile Methodology and Tools
  • Has experience in leading teams/projects and supporting Junior staff
  • Has experience in managing distributed and multi-supplier delivered services
  • Has experience in and passion for service management or support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Strong experience of vendor / client relationship management: critical and conceptual thinking
  • Has effective problem solving, collaboration, influencing, and conflict management skills

...and finally:

This role will involve a mixture of working from home, working from our central London offices, and working from our clients’ offices. As a result, you will be able to enjoy London's vibrant dynamics!

.... And another thing, you will be joining a close-knit team that is supportive and approachable. Which means that as a new joiner, you will always have someone available to offer help and guidance.

Closing Date:


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Service Line Manager

Richard Nettleship
Head of Application Management & Testing

Richard is a highly accomplished, business influencer and leader with a proven track record in defining strategies and managing digital transformation initiatives that include business requirements within a variety of diverse and globally dispersed organisations. His experience is gained through start-ups and consultancies through to global organisations, enabling him to develop and drive high performance teams and propositions with tangible outcomes for clients and stakeholders, adding value through creativity, leadership operational excellence and a motivated workforce leveraging partnerships and dynamic commercial models for success. Realising business value through specialising in Application Development, Management & Quality including testing to assure long term sustainability aligned to the latest market trends

2 Royal Exchange

“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.

At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”

Fernando Apezteguia, CEO, NTT DATA UK

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