Managed Services Service Delivery Manager

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. Managed Services Service Delivery Manager Location: Riyadh (On-site) Role Overview The Managed Services Service Delivery Manager is a seasoned professional responsible for overseeing the end-to-end delivery of managed services to clients. This role ensures services are delivered efficiently, meet contractual obligations, and consistently achieve high levels of client satisfaction. The Service Delivery Manager acts as the primary client interface, coordinating across internal teams to drive service excellence, operational efficiency, and business growth. Key Responsibilities Manage the end-to-end delivery of managed services, ensuring alignment with Service Level Agreements (SLAs), quality standards, and client expectations. Continuously monitor performance and implement improvements to enhance client satisfaction. Act as the primary point of contact for clients, managing inquiries, escalations, and feedback. Build strong relationships, understand client business needs, and ensure services are tailored to support client objectives and retention. Conduct regular service review meetings with clients, presenting service performance, SLA achievement, risk assessments, improvement initiatives, and strategic recommendations. Collaborate with cross-functional and technical teams to deliver services, implement new solutions, and resolve incidents. Ensure client environments are stable, secure, and maintained to high operational standards. Oversee contract execution by ensuring service delivery aligns with contractual agreements and compliance requirements. Monitor contract performance, manage escalations, and support governance processes. Develop account strategies to strengthen client engagement, identify upselling and cross-selling opportunities, and manage financial aspects such as budgeting, forecasting, and billing. Identify and mitigate risks impacting service delivery and client relationships. Maintain accurate documentation and reporting and drive continuous improvement initiatives to enhance service quality and operational performance. Lead and manage service delivery teams, including resource planning, workload management, performance coaching, skills development, and fostering a culture of accountability, collaboration, and continuous improvement. Knowledge, Skills, and Attributes Strong expertise in managed services delivery (infrastructure, cloud, security, support) Excellent communication, stakeholder management, and problem-solving skills Proven ability to manage client relationships and drive satisfaction Strong project management and organizational skills Ability to manage cross-functional and geographically distributed teams Strong vendor and stakeholder management capabilities Financial and business acumen (budgeting, forecasting, billing) Familiarity with ITIL or similar frameworks Ability to work under pressure and collaborate across teams Qualifications & Experience Bachelor s degree in IT, Business, or a related field ITIL or project management certification (preferred) Proven experience in managed services delivery, client management, and SLA-driven environments Experience in contract management, service delivery governance, and performance monitoring Workplace type: On-site Working 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 part of NTT Group, which invests over $3 billion each year in R&D. Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.