Global Success Manager

4 weeks ago

Sydney, Australia NTT DATA Full time

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.

**Your day at NTT DATA**

This role manages the interaction between a group delivered service or a third-party service and the region and ensures that these outsourced services are adopted and implemented by the region.

**What you'll be doing**

**Key Responsibilities**:

- Drives regional service management and operational governance of the service with the region and countries
- Owns the regional customer performance scorecard
- Grows the client relationship by identifying new opportunities that can potentially managed from the centre or through an outsourced third party provider in order to optimize efficiencies within the organisation
- Demonstrates the benefits of centralised and/or outsources capabilities and sets a simple, consistent way of defining and tracking value (in dollars) of transformation
- Gives transformation clear credibility when it comes to commending those who have made good progress and to calling out laggards
- Provides visibility to Operational KPIs, ensuring that all relevant parties have a “single source of truth” and a central record of the progress of each initiative o owner of the transformation
- Reinforces the transformation goals during weekly meetings, at Executive-committee meetings, in reports and updates, during problem-solving discussions, and in communications to the rest of the organisation
- Ensures a fair delivery environment thereby ensuring commitment to clients are met
- Establishes credibility and build trusted relationships with senior leadership of Countries/ Regions / Group, role modelling our commitment to customer service, delivery excellence and operational efficiency
- Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship
- Providing country and region input into Continuous Improvement, Transformation and Innovation plans
- Ensures that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations
- Contributes to and optimize the contract renewal process
- Monitors service delivery standards and implement methods to improve service delivery
- Ensures a culture of service management excellence is developed and maintained
- Monitors service delivery operations to ensure established processes, policies, and procedures are followed
- Advises on the development and operationalization of a tactical improvement program
- Ensures operational efficiency through the development and implementation of sound operational, process, quality, standard, and service optimization processes
- Ensures successful transition and operation of Services Contracts.
- Oversees all vendor readiness and process design activities, ensure consistency access regions, and coordinate regional efforts towards global process standardization, providing oversight in the design and development of best practices and standard tools.
- Monitors ongoing cost reductions, continuous improvement and transformation efforts, and projects
- Acts as the point of escalation for client satisfaction issues and the resolution of escalated problems
- Removes all points of friction between by mediation and factual representation.

**Knowledge and Attributes**:

- Adapts style and uses persuasion in delivering messages to various divergent stakeholders.
- Ability to deal with nonroutine issues / information.
- Ability to advise others on complex matters.
- Advanced understanding of the client’s business needs and technology strategy and the associated organizational delivery model.
- Impact is limited to the achievement of medium-term goal and develops and manages operational initiatives to delivery tactical results.
- Excellent written and verbal communication at all stakeholder levels.
- Ability to work in a pressurized environment.
- Passionate, strong initiative, self-driven with commitment to succeed.
- Advanced knowledge of company services offerings.

**Academic Qualifications and Certifications**:

- Bachelor’s degree or equivalent in Information Technology or a related field.
- ITIL V3 Foundation preferred.
- Certifications in at least 2 technology domains data center (MCSE, Networks (CCNA/CCIE).

**Required Experience**:

- Advanced demonstrated experience in IT Infrastructure services operations experience with a large IT enterprise environment and Outsourcing operations.
- Advanced experience gained in an IT service delivery role.

**Workplace type**:
Hybrid Working

**About NTT DATA**

**Equal Opportunity Employer

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