About us
NTT DATA – a part of NTT Group - is a Top 10 global IT services provider, headquartered in Tokyo, with over 150,000 employees.
We deliver consulting solutions by combining specialized sectorial knowledge, our transformation management skills, and our large technology expertise (data, RPA, AI, low code, cloud, IoT, virtual reality), to keep our clients, as well as society, a step ahead in this digitally dynamic world.
At NTT DATA everything we do is guided by our core values. We respect every voice, think bold, deliver the outcome and win together. Our leadership approach enables our people to feel inspired to contribute, empowered to take initiative, and genuinely cared for in their growth and wellbeing.
We are currently seeking a Service Delivery Manager who will be responsible formanaging customer relationships and ensuring the successful delivery of a significant contract, while also overseeing internal operations. The ideal candidate will have a strong background in IT service management and leadership skills to drive team performance and enhance customer satisfaction.
Your role:
* Oversee daily operations of the service desk to ensure high-quality support for all IT-related inquiries and issues, with a strong emphasis on customer satisfaction. Their responsibilities encompass both operational and relationship management aspects
* Act as a single point of contact between the level 1 support of the IT organization and the client for all issue resolution incidents, service requests, change notifications, …
* Manage service desk teams, providing guidance, training, and support to team members, ensuring alignment with customer expectations and contract requirements.
* Track and analyze performance metrics to ensure service level agreements (SLAs) are met and identify opportunities for improvement, always considering how these metrics impact the customer experience.
* Handle escalated issues, working closely with team members to resolve complex problems efficiently, prioritizing clear communication with the customer throughout the process.
* Collaborate with other IT teams, such as development and network operations, to ensure effective communication and service delivery that meets customer expectations.
* Develop and implement processes and procedures to enhance the efficiency and effectiveness of the service desk, always with a focus on how these changes will benefit the customer.
* Prepare reports and presentations on service desk performance for senior management, highlighting not only operational achievements but also the impact on customer satisfaction and contract management.
Why NTT DATA?
We value a collaborative and supportive environment, celebrating curiosity and engagement
Career development. Training path and access to learning opportunities, yearly performance reviews and a mentorship program
We believe in work-life balance and flexibility. Wear casual clothing, decide your working hours and enjoy our hybrid working model
Talent Friends. Refer a friend and receive a bonus when they join
We care about you
Health & well-being. Focus on your mental health with access to a platform with certified psychologists & mental health workshops. Take a break with one of our online fitness and well-being sessions
Diversity & Inclusion. We are committed to equal employment opportunities regardless of gender, gender expression and identity, sexual orientation, religion, culture, origin, disability, age, or other personal and social characteristics. #WeAreAllUnique #YouMakeUsUnique
Please let us know if you require us to accommodate any accessibility needs during the recruitment process
Benefits at NTT DATA Belgium
Flexible Mobility Budget
Medical insurance for you and your family
Life insurance &pension plan
Representation allowance
Teleworking equipment + internet allowance
Meal + Eco vouchers and more...!
Your profile:
* Bachelor's degree in Information Technology, Computer Science, Business Administration with a focus on IT, or a related field.
* Professional certification in ITIL (Information Technology Infrastructure Library).
* A minimum of 10 years of experience in IT support or service desk management, with a proven track record in managing customer relationships and large contracts.
* Strong leadership and team management skills, with a focus on customer satisfaction.
* Excellent communication and interpersonal skills, capable of building strong relationships with clients.
* Ability to analyze metrics and drive performance improvements, always from the customer’s perspective.
* Proficiency in IT service management tools and ticketing systems.
* Problem-solving mindset with a focus on customer satisfaction.
Sound interesting? Apply now or share with a friend
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