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Reference number: SDM 7003

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Service Delivery Manager

If you’re an experienced team leader and you would like to join a global provider of smart, reliable and secure IT solutions, then you’ve come to the right place.

As the Service Delivery Manager, you will be the owner of the service provided to our customers; ensuring that the customer service of your team is of the highest quality, and that our operational process is adequate for the service provision.

Job Role

Key Responsibilities:

  • To be the owner of the service provided to the customer and its quality through the solution lifecycle.
  • Act as team leader of the customer dedicated technical team.
  • Detect and implement capability needs and process adjustments within the customer dedicated technical team.
  • Identify and ensure that the customer expectations are met or aligned with the team capabilities.
  • Establish a relationship with the customer.
  • Be the single point of contact for formal escalations, complaints and compliments, changes in customer strategy, changes in expectations and demands and quality issues
  • Measure, monitor and optimize the service performance. Reports will be produced and reviewed along with the customer every month, including incident management, change management, and Continual Service Improvement.
  • Know, understand and work under the industry best practices (ITIL).
  • Measure and report customer satisfaction and manage capabilities and resources to improve this satisfaction.
  • Know and understand the Customer Vital Business Functions and how NTT service assets underpin these functions.
  • Make sure that customer business processes and end-to-end services are known and understood within the organisation during the solution lifecycle.
  • NTT-AM Services Expert.
  • Interfacing with the customer at different organisation levels (from the management to the technical staff).
  • Early detection of capacity and availability risks in conjunction with the technical team.

Skills & Requirements


  • ITIL based Service Management in a business to business service environment.
  • Experience in network management and support.
  • Experience in Hosting and Managed Service business.
  • Experience in Managed Application business.
  • Experience in managing key accounts.
  • Working in line with best practice in complex environments and within tight time constraints.
  • Ability to present to all level of clients internally and externally.
  • Ability to coordinate others and negotiate to achieve the desired results.
  • Management of effective and timely problem resolution.
  • Drive and energy to achieve desired results.
  • Problem-solving, process-oriented and customer-minded.
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Need more information? Have a question?

If you have any questions about our vacancies, please feel free to contact our HR team directly. We are always looking for people with a technical background or skills we may be interested in, so why not send us your CV via the contact page and we will be in touch as soon as we have a role that fits your profile.

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We reserve the right to carry out background security checks on all successful applicants.

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