Overview
In this role you will oversee end-to-end managed services delivery for client contracts, ensuring service quality and profitability. You work across cross-functional teams to meet SLAs and client expectations, driving service improvements and proactive issue resolution. You’ll manage relationships, plan account strategies, and coordinate service upgrades, all while aligning with contractual and compliance requirements. This is a remote opportunity that emphasizes client-centric delivery and strategic oversight.

Compensaciones / Ventajas
- remote work
- diverse and inclusive culture
- equal opportunity employer

Responsabilidades
- Ensure contracted services are delivered according to SLAs and defined service definitions
- Act as primary client contact for inquiries, escalations, and feedback
- Tailor services to client business needs and objectives
- Collaborate with technical teams to resolve incidents promptly
- Monitor client satisfaction and drive continuous service quality improvements
- Develop account plans to enhance engagement and retention




- Identify upsell/cross-sell opportunities and manage new service implementations
- Coordinate project timelines, resources, and deliverables for successful outcomes
- Ensure delivery aligns with contracts and compliance, involve legal for governance
- Monitor contract performance and report on outcomes
- Oversee financial aspects such as budgeting and forecasting where applicable
- Maintain accurate records and provide regular performance and satisfaction reports
- Stay informed on industry trends to inform client recommendations
- Identify and mitigate delivery risks and develop contingency plans

Requisitos principales
- Seasoned experience in managed services and/or support services environment
- Proven track record in service delivery and client management achieving SLAs and quality standards
- Experience aligning service delivery with contractual agreements and compliance
- Experience monitoring contrac

📌 Senior Service Delivery Manager (Barcelona)
🏢 Ntt
📍 Barcelona