Senior Service Lifecycle Manager (m/w/d)

JOB DESCRIPTION

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Senior Service Lifecycle Manager (m / w / d)

Client & Relationship Management

• Act as the single service point of contact between customers, internal delivery teams, and the main vendor Cisco.
• Establish and maintain strategic customer relationships as a trusted advisor.
• Conduct frequent face-to-face meetings at customer offices in Munich or other relevant locations.
• Ensure client satisfaction by aligning services with SLAs and quality standards.
• Monitor and assess client satisfaction regularly and take proactive measures to improve service quality.
• Develop Service Improvement Plans as required to enhance client engagement and retention.
• Identify upselling or cross-selling opportunities.

Service Delivery, Lifecycle & Adoption

• Manage the entire service lifecycle, including adoption of standard use cases, contract, asset, and license management.
• Ensure service delivery aligns with contractual agreements and compliance requirements.
• Monitor and report on contract performance and service KPIs.

Reporting & Data-Driven Decision Making

• Create, analyze, and present management reports (including ROI) and KPIs.
• Provide regular reports on service performance and client satisfaction.
• Optimize the value received from Cisco\’s products and services based on business objectives.
• Achieve operational and business objectives.

Commercial & Strategic Responsibilities

• Support in the preparation and evaluation of offers with sales and presales teams.
• Consult with legal teams on contract escalations and governance.
• Oversee financial aspects such as budgeting, forecasting, billing, and invoicing.

Innovation & Quality Improvement

• Develop and implement measures for continuous quality improvement.
• Promote a service-oriented culture with high quality standards.
• Identify and mitigate risks; develop contingency plans for disruptions.
• Stay informed about industry trends and emerging technologies.

Skills & Experience

• Experience managing complex customer environments and strategic service initiatives.
• Advanced understanding of Cisco Whole Portfolio Agreements (WPAs) and Enterprise Agreements (EAs).
• Experience managing near/offshore partners and cross-functional teams.
• Strong project management, communication, negotiation, and problem-solving skills.
• Familiarity with ITIL frameworks (preferably ITIL Expert or ITIL 4 Managing Professional).

Qualifications

• Degree in economics, (business) IT, or related field.
• At least 7 years of experience in IT/telecom outsourcing, especially in service delivery and lifecycle management.
• Relevant certifications: ITIL.
• Fluent in German and English; additional languages are a plus.

Workplace type : Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion global leader in business and technology services. We serve 75% of the Fortune Global 100 and invest over $3.6 billion annually in R&D to drive innovation and sustainability. As a Global Top Employer, we have diverse experts in over 50 countries and a robust partner ecosystem. Our services include consulting, data and AI, industry-specific solutions, and infrastructure management. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is committed to diversity and providing an inclusive environment. We do not discriminate based on age, race, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our global team and advance your career with us. Apply today.

#J-18808-Ljbffr