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Company: NTT DATA Services
Location: Fort Lauderdale
Posted on: May 3, 2021

Job Description:

NTT DATA's Client is currently seeking a Technical Customer Experience Leader to directly lead the efforts of local and remote delivery personnel to ensure customer needs and contract requirements/SLAs are met. Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements.

Responsibilities include, but are not limited to:

  • Takes the lead role in managing customer relationships.
  • Accountable for the delivery of service commitments to customers for their account(s).
  • Sets project timeframes and priorities based on project objectives and ongoing assignments.
  • Develops account plans that reflect Customer and NTT Data's strategic objectives
  • Mentors team members on delivery management best practices and process improvement opportunities.
  • Responsible for managing Delivery team members, which may include lower level leaders.
  • Manages multiple third-party partners in the successful delivery of technical solutions.
  • Analyzes quantitative, qualitative and trend data, recognizes how individual data points fit into a situation as a whole.
  • Anticipates operational issues and develops preventative measures.
  • Resolves escalated problems to maintain strong customer experience levels.
  • Solves problems impacting the area in a systematic and clear manner that can be understood by subordinates and colleagues.
  • Provides complex metrics and reporting support to all relevant stakeholders.
  • Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plans are developed and active.

Keywords: NTT DATA Services, Fort Lauderdale , Leader, Other , Fort Lauderdale, Florida

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