Delivery Director

Req ID: 364850 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Delivery Director to join our team in Salem, Oregon (US-OR), United States (US).

Position Overview

NTT DATA State, Local and Education Division seeks a strategic and collaborative Delivery Director to provide both strategic direction and organizational leadership, overseeing the tactical execution of assigned accounts or geographic areas. The Delivery Director is responsible for delivering exceptional business partnership experience to the customer while guiding transformation activities to achieve NTT DATA's goals. The key focus of this position is to identify, refine, and implement best practices for efficient operations, managing IT resources—including personnel, finances, and services—to deliver optimal business value. Additionally, the Director works closely with other leaders to integrate highly valued IT services and solutions.

Key Leadership Qualities

The ideal candidate is customer-oriented, operates with a strong sense of urgency, and prioritizes quality, value, and timely delivery. This leader provides expertise through organizational and people leadership, technical advisory services, program governance, engagement with customers and vendors, and oversight of continuous service improvement.

Essential Skills and Project Management

The Delivery Director must demonstrate strong leadership, coordination, and communication abilities to manage IT projects and lead teams toward desired outcomes. Experience with structured project management practices is essential for creating and executing project plans, including communications, schedule, and scope management. The work environment may encompass various project life cycle stages, such as planning and procurement, requirements gathering, system design and development, testing, training, and business transition support.

Account Responsibilities

• Accountable for delivering service commitments to the customer.
• Develop account plans in coordination with the Client Executive, who approves the final plan.
• Manages the delivery components of the account P&L.
• Ensures delivery costs across the full life cycle are within or better than commitments in the approved deal model.
• Supports profit goals and assists the LOB account P&L and forecasts with the client executive.
• Directs teams to meet strategic and operational objectives.
• Manages staffing and ensures a diverse, effective workforce.
• Oversees career development, planning, performance, and compensation discussions for team members.
• Coordinates technical solution team activities to fulfill contract obligations.
• Provides complex metrics and reporting to stakeholders.
• Identifies and supports opportunities for growth and innovation.
• Proactively addresses potential issues to prevent customer impact and enable continuous service improvement.
• Seeks ways to increase productivity and efficiency, including new technologies and improved processes.
• Maintains effective communication with all stakeholders and cross-functional teams for optimal customer experience.
• Drives customer satisfaction through development and execution of a Net Promoter Score (NPS) Action Plan.
• Leads Customer Operations meetings and ensures Crisis Management/Business Continuity Plans are active.

Specific Responsibilities

• Leads the team and is ultimately responsible for the items below. 
• Accountable for new service catalog items and oversight of new projects
• Provide Managed Services support for a multi-tenant Microsoft 365 environment, including daily administration, management, and Tier 2/3 operational support.
• Deliver common support, operations, administration, and management tasks to ensure a stable and productive computing environment across seven EIS managed tenants.
• Serve as the escalation point for agency Help Desks and prioritize and resolve escalated end-user and tenant environment issues.
• Fulfill requests for application support and administration, enabling managed changes to email, messaging, and collaboration applications.
• Provide proactive information and reports on system usage, licensing, errors, notifications, and ticket activity.

Managed Services Areas

• Multi-Tenant Management
• M365 User and Identity Management
• M365 Application Administration for Exchange Online, SharePoint, Teams, OneDrive, MS