Req ID : 347573

We are currently seeking a CDE II to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

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. - Qualifications for the CDE II role :

- The CDE position requires a bachelor’s degree in computer engineering, Engineering, Computer Science, Information Technology, or related field of study plus 15+ years of experience in the job offered.

- Requires demonstrated experience with the Information Technology industry including:

- 5+ years' experience in relevant 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 managing a highly leveraged service setting preferred.

- 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)

- Multi-year experience in delivery management best practices.

- ITIL Foundations v4 experience, certification 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 client site as needed, current Visa and passport preferred.

- Ability to work across multiple time zones.

This position may also be eligible for incentive compensation based on individual and/or company performance. **- About NTT DATA

📌 Cde Ii (Noida)
🏢 NTTD Info Pro Ser Pte
📍 Noida