Senior Director of Services Delivery

Senior Director Of Services Delivery

NTT DATA State, Local and Education Division is looking for a strategic and collaborative Senior Director of Services Delivery to provide strategic direction, organizational people leadership, and tactical execution of an assigned account. This role will be responsible for the current and future success of this high-profile client. The candidate will deliver exceptional business partnership experience with all related agencies and external customers while driving the transformation activities towards the goals of NTT DATA. A critical area of focus for this role is to identify, modify and execute practices to provide efficient operations to deliver the highest business value through effective management of IT and network resources (people, finances, services) and collaborate closely with other Senior Leaders to integrate highly valued IT services and solutions.

This leader will be customer-oriented, work with a high sense of urgency, and focus on quality, value, and timely delivery. You will direct the technical execution of multiple, concurrent solutions while adhering to government standards and enabling successful stakeholder and end user experience. You will provide expertise in the form of organizational and people leadership, technical advisory services, program governance, customer and vendor engagement, and continuous service improvement oversight.

The Senior Delivery Director will report to the COO.

Responsibilities

Overall ownership of assigned customer relationship(s)

Accountable for the delivery of service commitments to customer(s)

Develops and executes account plan in coordination with the Client Executive who owns the integrated final plan.

Manages delivery components of Account P&L.

Owns deal governance and technical certification; the LOB is responsible for pricing and setting margin.

Ensure the full life cycle delivery costs are within or better than the delivery costs committed within the approved deal model.

Responsible for-profit goals and effectively manages LOB account P&L and forecasts.

Directs the efforts of others in the achievement of the strategic and operational objectives of the group.

Manage staffing and maintaining a diverse and effective workforce.

Responsible for career development / planning, performance and pay discussions of team members.

Coordinates the activities of technical solution team members to meet contract obligations.

Provides complex metrics and reporting support to all relevant stakeholders.

Identifies opportunities for Growth and Innovation and supports planning and execution for the same.

Proactively identifies potential issues and drives resolution to avoid customer impact and facilitate continuous service improvement.

Identifies opportunities for increased productivity and efficiency through identifying new technologies and new and improved ways of executing operational activities.

Builds and sustains effective communications with all stakeholders and cross-functional teams to maximize customer experience.

Ensures positive customer experience and satisfaction by developing and executing a Net Promoter Score (NPS) Action Plan.

Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management / Business Continuity Plans are developed and active.

Required Experience

A minimum of ten (10) years of service delivery experience within Public Sector and Government Agencies.

A minimum of ten (10) years of experience managing and developing people in technical teams.

Minimum of (8) years of experience managing a large portfolio of IT Services.

Bachelor's Degree or equivalent work experience.

Preferred Experience

Project Management Certification.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $140,000 $215,000. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and / or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.

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.