Job Description:

Req ID: 107520

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

NTT DATA, Inc. currently seeks a Technical Customer Experience Leader to join our team in El Paso TX . This position focuses on IT services outcomes in mid-size to large hospitals within a given geographic market. Working in conjunction with regional IS Delivery Leaders and the customer market service delivery leaders the role is accountable for the delivery of service commitments to the hospital, managing customer relationships, and leads NTT Data Delivery team members (local and leveraged).

The Technical Customer Experience Leader directly leads 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.

Job Responsibilities:

* 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.

* 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.

Basic Qualifications:

* Minimum of 3-5 years of experience in leading performance analytics and transformational initiatives (preferably IT-based)

* Minimum of 5-7 years of experience in senior level customer relationship service delivery

* Minimum of 5-7 years of experience in end user service level management

* Ability to effectively work in matrixed organizations

Preferred Skills:

* Strong technical and product knowledge of end user infrastructure operations

* Experience in IT programs and system deployments

* Excellent verbal and written communication skills with emphasis in customer service, including experience handling difficult customers and conflict resolution

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

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