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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 relationship as a trusted advisor.
• Frequent face-to-face meetings at the customers 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 e.g. 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, analyse, and present management reports (including ROI) and KPIs.
• Provide regular reports on service performance and client satisfaction.
• Optimize based on business objectives the value received from Cisco's products and services
• achieve the operational and business objectives

Commercial & Strategic Responsibilities

• Support in the preparation and evaluation of offers with sales and presales.
• 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 in managing near/offshore partners and cross-functional teams.
• Strong project management, communication, negotiation, and problem-solving skills.
• Familiarity with ITIL frameworks (ideally 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, ideally in service delivery and service lifecycle handling.
• Relevant certifications: ITIL.
• Fluent in German and English and other languages are of benefit

Workplace type :

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.