Job Description

The role takes responsibility to provide continuity in service and act as an advocate for client within NTT. The Service Manager will own the service governance structure, schedule, and run all service management review meetings, and ensure all processes and documentation are in place.• Responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.• Responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate in service activation to ensure successful completion.• Perform client facing service activation activities and activation completion.• Oversee operations performance, including:a. Status of ongoing initiatives and actionsb. Review of the most recent service management reportsc. Review of any availability and capacity plan updatesd. Agreement on new service improvement initiatives• Provide assurance regarding the compliance of, and lifecycle management for, all contracted services.• Receive and manage change requests relating to the SOW and agreement, i.e., additional engagements/ projects, adding configuration items and IT services.• Support to the Services (service coverage), moving configuration items.• Interface with NTT internal contract management teams to normalize and execute change orders.• Conduct client weekly / monthly meeting.• Monitor client satisfaction and identify service improvement plans to address client’s satisfaction with the service.