Senior Service Delivery Specialist in Bucuresti

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential. The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential. Want to be a part of our team?As part of our ongoing expansion NTT Ltd is setting up a new entity in Romania, with our new office being located in Bucharest. From this office will be responsible for managing different functions on behalf of the NTT Ltd countries in Europe, including Finance Operations, Contract Management and Order Management. NTT Ltd is delighted to be expanding into Romania and this means an exciting number of job opportunities are becoming available. We are now looking for talented individuals to join us on this exciting journey as we build our presence in Romania. The Senior Service Delivery Specialist is the primary interface managing the services relationship between the internal client and NTT Ltd GSSC in Romania. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place. Working at NTT Work as an individual contributor with a mentor/coach responsibilities to other team members Act as the primary interface managing the services relationship between internal client and NTT Ltd Perform internal client facing service activation activities and support Global Shared Service Center in service activation completion Operations performance, including: Service Improvement Plans Establish, monitor and report Service Delivery Reports Escalation management and Reporting Meeting Management with Internal Clients Major Incidents - Scrutinize adherence to process, recommends changes when SLA not met and work with larger delivery teams Change Management – Manage and own all RoE Changes Service First - Own Service First asset verification and contract status. Work with Transition team and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation. Update runbook regularly to reflect the necessary changes. The run book content includes: Lead and facilitate resolution of products and technical issues in concern with assigned Technical Account Manager Provide assurance regarding the compliance of, and lifecycle management for, all contracted Services Interface with NTT Ltd internal contract management teams to normalise and execute change orders Review new offers and service capabilities with the appropriate members of team Support billing / invoicing inquiries and / or disputes Monitor client satisfaction and identify service improvement plans to address client’s satisfaction with the service What will make you a good fit for the role? Experience in Operating Shared Service Centres in Europe or Services delivery on a multi locations environment delivering to end clients Proven track record in a similar rol Excellent ability to establish strong relationships with internal stakeholders and clients at c-suite Excellent relationship building skills Excellent ability in managing coordinated delivery of service Excellent written and verbal communication skills Excellent at solving problems and can use initiative to drive innovation Ability to work well in a pressurised environment Highly assertive in approach and displays excellent persuasion and influence abilities Highly analytical with proven negotiation skills