Senior Director of Services Delivery

Senior Delivery Director

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 include overall ownership of assigned customer relationship(s), accountable for the delivery of service commitments to customer(s), developing and executing account plans, managing delivery components of Account P&L, owning deal governance and technical certification, ensuring 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 managing LOB account P&L and forecasts, directing the efforts of others in the achievement of the strategic and operational objectives of the group, managing staffing and maintaining a diverse and effective workforce, responsible for career development / planning, performance and pay discussions of team members, coordinating the activities of technical solution team members to meet contract obligations, providing complex metrics and reporting support to all relevant stakeholders, identifying opportunities for growth and innovation and supporting planning and execution for the same, proactively identifying potential issues and driving resolution to avoid customer impact and facilitate continuous service improvement, identifying opportunities for increased productivity and efficiency through identifying new technologies and new and improved ways of executing operational activities, building and sustaining effective communications with all stakeholders and cross-functional teams to maximize customer experience, ensuring positive customer experience and satisfaction by developing and executing a Net Promoter Score (NPS) Action Plan, and responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management / Business Continuity Plans are developed and active.

Required Experience includes 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, and minimum of (8) years of experience managing a large portfolio of IT Services. A Bachelor's Degree or equivalent work experience is also required.