Client Delivery Executive (CDE II) - Onsite in Omaha, Nebraska

Req ID: 347568 

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 Client Delivery Executive (CDE II) - Onsite in Omaha, Nebraska to join our team in Omaha, Nebraska (US-NE), United States (US).

The Client Delivery Executive (CDE) Resource is expected to be in Onsite 5 days a week, at the supporting end-client’s location in Omaha, Nebraska. 

 

OPERATIONS

• Responsible for Day-to-Day Operational Management of NTT DATA accountable services across all service towers
• Maintain and execute Continuous Service Improvement Plans
• Ensure Service Improvement Plans exist for any areas not performing to contracted service levels
• Ensure NTT DATA delivers to contractual commitments to customer
• Populate internal reporting tools on weekly basis (i.e. Client Delivery Central and Service Excellence Portal) with RAG status of account delivery/relationship/financials.  Ensure plans exist to turn any Amber/Red status to Green with clear Go to Green Plan dates
• Manage Outage/Escalation/Missed SLA incidents
• Ensure available automation/efficiency programs are implemented and executing appropriately
• Manage Sales Enablement - ensure tight integration with delivery teams

 

FINANCIAL

• Deliver P&L for account inclusive of revenue, cost, and margin
• Ensure accurate and timely revenue/cost/margin forecasts for assigned account
• Responsible for cost management to AOP/POS and variance action plans
• Deliver documented Action Plan to close gap of forecast to AOP (Productivity items and Growth items)
• Manage account Ramp-up / Ramp-down processes

 

CLIENT GOVERNANCE & RELATIONSHIP

• Service Delivery Governance - Customer facing communication responsibilities
• Function as Relationship Management main contact for client Operations Leadership
• Work collaboratively with Client Executive to develop customer relationships, identify and manage relationship risk
• Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plans are developed and active
• Provide Client Excellence Updates to Senior Leadership
• Build and sustain effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience
• Responsible for improving Client Satisfaction with Delivery Excellence. As needed, develop Client Satisfaction Improvement plans in partnership with the Business Unit Client Executive in response to NPS Feedback

 

Required Qualifications:

• Requires demonstrated experience with the Information Technology industry including:
• 10+ years delivery management experience
• 5+ years' experience in Manufacturing and Provider industry experience
• 5+ years’ experience in IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles
• 5+ years’ experience in end-to-end management of lifecycle projects using project management standards
• 5+ years’ experience and expertise using Enterprise-level ITSM tools such as BMC Remedy or ServiceNow
• Experience in managing projects in Oracle landscape (ERP, OIC, OCI etc)
• Strong knowledge of and proven experience applying an ITIL Service Framework and implementation.
• ITIL Foundations v4 experience

 

Highly Preferred Skills and Qualifications:

• 5+ years’ experience managing a highly leveraged service environment is preferred
• Excellent customer service skills and interpersonal skills
• Strong verbal and written communications skills are a must, as well as the ability to work effectively across internal and external organizations
• Ability and willingness to travel to clie