Senior Service Delivery Team Manager in City of London

About NTT DATA Business Solutions: NTT DATA Business Solutions Group is part of the NTT DATA Corporate Group, a top 10 global IT services provider headquartered in Tokyo, operating in more than 50 countries. We combine global reach with local intimacy to provide premier professional ServiceNow and SAP services, from deep industry expertise consulting to applied innovations in digital, cloud, automation, and system development to business IT outsourcing. As Global Elite Partner for ServiceNow, we bring an added dimension of expertise and excellence to our suite of services, ensuring comprehensive solutions for our clients' diverse needs. As a global SAP Platinum Partner, NTT DATA Business Solutions Group leverages its global expertise to deliver quality outcomes whether you are a multi-national or operate in a single country. With over 15,000 SAP experts across 31 countries, we have the capability and reach to help you solve real problems and seize the next opportunity for growth around your SAP strategy and operations.

Job Summary: The Senior Service Delivery Team Manager provides strategic leadership across a portfolio of customer accounts and leads between 8-10 high-performing team of Service Delivery Managers (SDMs) and Customer Service Managers (CSMs). The role is accountable for driving exceptional service outcomes, customer growth, and strong commercial performance. You will play a pivotal role in strengthening long-term customer partnerships by ensuring operational excellence, improving forecasting accuracy, uplifting delivery capability, and aligning closely with Account Executives on strategy and growth. As a senior escalation point and trusted advisor, you shape the future success of key accounts while developing the next generation of delivery leaders. You will foster a culture of accountability, continuous improvement, and customer centricity—ensuring your team executes with discipline, clarity, and strategic focus.

Key Responsibilities:

• Strategic Leadership & Team Management: Lead, inspire, and develop a team of SDMs and CSMs, setting clear expectations around performance, delivery excellence, and customer growth. Drive a culture of ownership, collaboration, and continuous capability uplift through structured coaching, competency frameworks, and personal development plans. Ensure each SDM/CSM maintains strong account insight and aligns effectively with Account Executives through regular cadence reviews, structured planning, and targeted growth strategies. Provide senior oversight for complex customer situations, escalations, and delivery challenges—ensuring swift, informed, and decisive action. Mentor Senior SDMs to ensure each is actively coaching and supporting at least one SDM or CSM in their development journey.
• Executive-Level Client Partnership & Stakeholder Engagement: Build trusted, executive-level relationships with key customer stakeholders through regular engagement, governance forums, and strategic reviews. Act as the senior escalation owner for major customer issues, ensuring transparent communication and effective, timely resolution. Engage customer leadership to understand strategic objectives, transformation priorities, and long-term roadmap needs. Partner with Account Executives and Practice Leads to co-create multi-year account strategies focused on value, retention, and growth.
• Service Delivery Excellence & Operational Performance: Oversee delivery excellence across your portfolio, ensuring adherence to SLAs, KPIs, compliance requirements, and internal quality standards. Monitor service health trends, identifying risks, improvement opportunities, and actions required to enhance customer outcomes. Lead governance routines, performance reviews, and service planning cycles across your accounts. Ensure consistent adoption of delivery frameworks, processes, and assurance models across all teams and customer engagements.
• Forecasting Excellence & Commercial Accountability: Own and drive forecasting accuracy across your team, ensuring all opportunities and revenue projections are correct, up-to-date, and grounded in reliable data. Coach SDMs/CSMs in commercial processes including renewals, pricing updates, invoicing accuracy, margin performance, and revenue governance. Partner closely with the Lead Revenue Coordinator and Account Executives to maintain commercial discipline, cost efficiency, and profitability. Identify commercial risks, contract gaps, and pre-cover requirements, ensuring timely remediation and stakeholder communication.
• Cross-Functional Influence & Collaboration: Work collaboratively with Sales, Business Development, Operations, and AMS leadership to ensure seamless end-to-end service delivery and customer value. Influence the Customer Success COE by contributing to operating models, standards, tooling, and improvement initiatives. Strengthen alignment between delivery teams and functional specialists to ensure consistent execution and an elevated customer experience.
• Continuous Improvement & Service Innovation: Identify, champion, and deliver improvement initiatives across processes, delivery approaches, methodologies, and governance practices. Promote innovation in tools, frameworks, and working practices to enhance delivery capability and customer value. Drive knowledge sharing and best-practice adoption across the COE and broader delivery teams.
• Reporting, Insights & Decision Support: Produce concise, insight-led reports for customers and senior leadership covering service performance, forecasting, risks, and commercial metrics. Leverage data and analytics to identify trends, inform decisions, and proactively recommend actions for both internal and external stakeholders. Provide strategic input into account planning, growth initiatives, operational improvements, and customer roadmap development.

Qualifications

Essential: Extensive experience in Customer Success, Service Delivery, or portfolio management, with proven leadership across multi-account or multi-team environments. Demonstrated success in executive customer engagement, senior stakeholder management, and escalation ownership. Strong commercial acumen including forecasting accuracy, revenue governance, margin management, and contract oversight. Exceptional communication, negotiation, influencing, and relationship-building skills.

Preferred: Experience managing enterprise customers or complex multi-service portfolios. Proficiency with data-driven decision-making and performance analytics. Familiarity with ITIL or equivalent service management frameworks. Experience influencing and leading within a matrixed, cross-functional organisation.

Benefits: Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2024 SAP Pinnacle Awards and the Top Employer Award 2024, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients. Interested in shaping the future with us? We’d love to hear from you.

We offer a range of benefits designed to support your well-being, career growth, and work-life balance:

• Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements, allowing you to manage your work environment effectively.
• Generous Holiday Allowance: Benefit from 28 days of paid holiday annually (pro-rated for part time employees), providing ample time for relaxation and rejuvenation.
• "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge. (pro-rated for part time employees)
• Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.
• Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.
• Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.
• Health and Well-being: Prioritise your health with our comprehensive Private group fund provided by WPA. Additional benefits provided include: 24/7 helpline, 1-2-1 Lifestyle coaching, financial and legal support etc.
• Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.
• Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.
• Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.