Experteer Overview In this role you drive reliable IT service delivery for assigned client contracts, acting as the primary liaison between the client and NTT DATA. You own contract governance, service reviews, and escalation processes to protect satisfaction and profitability. You collaborate with cross-functional teams to activate uptime services and implement service improvements. This position offers impact across integral accounts and opportunities to shape service delivery at scale.Compensaciones / Beneficios
- Serve as the primary interface managing the client–vendor relationship and overall service delivery.
- Lead client-facing service activation activities and coordinate with GDC to ensure successful activation.
- Oversee operations performance including service improvement plans, reporting, escalations, and client meetings.
- Scrutinize major incidents, recommend process changes when SLAs are missed, and coordinate with delivery teams.
- Own change management and RoE changes; verify Service First assets and contract status.
- Manage vendor backout issues and collaborate with Transition teams and the Technical Account Manager to develop and maintain runbooks.




- Regularly update runbooks with network maps, site diagrams, contacts, and IT service mappings.
- Facilitate resolution of products/technical issues and ensure lifecycle compliance of contracted services.
- Process change requests to SOWs and manage additions or relocations of IT services; liaise with contract management teams for change orders.
- Review new offers/service capabilities and support billing inquiries and client satisfaction initiatives.Responsabilidades
- Extensive experience in service delivery within medium to large ICT environments or IT service providers.
- Strong client relationship management and ability to balance client needs with delivery capabilities.
- Proven project management proficiency across planning, execution, and monitoring.
- Excellent written and verbal communication, with analytical problem-solving skills.
- Ability to work under pressure and drive initiative in a fast-paced setting.
- Experience with budgets, resources, and timelines for service delivery projects.Requisitos principales
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📌 Service Delivery Manager (Madrid)
🏢 Ntt Data
📍 Madrid