Customer Delivery Executive II

CDE II

Req ID: 347573 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a CDE II to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

OPERATIONS

• Responsible for Day-to-Day Operational Management of NTT DATA accountable services across all service towers.
• Maintain and execute Continuous Service Improvement Plans.
• Ensure Service Improvement Plans exist for any areas not performing to contracted service levels.
• Ensure NTT DATA delivers to contractual commitments to customer.
• Populate internal reporting tools on weekly basis (i.e. Client Delivery Central and Service Excellence Portal) with RAG status of account delivery/relationship/financials.  Ensure plans exist to turn any Amber/Red status to Green with clear Go to Green Plan dates.
• Manage Outage/Escalation/Missed SLA incidents.
• Ensure available automation/efficiency programs are implemented and executing appropriately.
• Manage Sales Enablement - ensure tight integration with delivery teams.

 

FINANCIAL

• Deliver P&L for account inclusive of revenue, cost, and margin.
• Ensure accurate and timely revenue/cost/margin forecasts for assigned account.
• Responsible for cost management to AOP/POS and variance action plans.
• Deliver documented Action Plan to close gap of forecast to AOP (Productivity items and Growth items).
• Manage account Ramp-up / Ramp-down processes.

 

CLIENT GOVERNANCE & RELATIONSHIP

• Service Delivery Governance - Customer facing communication responsibilities.
• Function as Relationship Management main contact for client Operations Leadership.
• Work collaboratively with Client Executive to develop customer relationships, identify and manage relationship risk.
• Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plans are developed and active.
• Provide Client Excellence Updates to Senior Leadership.
• Build and sustain effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience.
• Responsible for improving Client Satisfaction with Delivery Excellence. As needed, develop Client Satisfaction Improvement plans in partnership with the Business Unit Client Executive in response to NPS Feedback.

 

Qualifications for the CDE II role:

• The CDE position requires a bachelor’s degree in computer engineering, Engineering, Computer Science, Information Technology, or related field of study plus 15+ years of experience in the job offered.
• Requires demonstrated experience with the Information Technology industry including:
• 5+ years' experience in relevant Manufacturing and Provider industry experience.
• 5+ years’ experience in IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles.
• 5+ years’ experience in end-to-end management of lifecycle projects using project management standards.
• 5+ years’ experience managing a highly leveraged service environment preferred.
• 5+ years’ experience and expertise using Enterprise-level ITSM tools such as BMC Remedy or ServiceNow.
• Experience in managing projects in Oracle landscape (ERP, OIC, OCI etc)
• Multi-year experience in delivery management best practices.
• Strong knowledge of and proven experience applying an ITIL Service Framework and implementation.
• ITIL Foundations v4 experience, certification preferred.
• Excellent customer service skills and interpersonal skills.
• Strong verbal and written communications skills are a must, as well as the ability to work effectively across internal and external organizations.
• Ability and willingness to travel to client site as needed, current Visa and passport preferred.
• Ability to work across multiple time zones.

This position may also be eligible for incentive compensation based on individual and/or company performance. 

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

Experience Level

Senior Level