Delivery Advisor REMOTE (U.S.)

THIS IS A 100% REMOTE POSITION.

Primary Responsibilities:

• OPERATIONS
  • Responsible for day-to-day operational management of NTT DATA accountable services across multiple service towers such as infrastructure, applications, cloud, and BPO.
  • Maintain and execute Continuous Service Improvement Plans to ensure NTT DATA delivers to the contractual commitments to Customer(s).
    • When necessary, ensure Service Improvement Plans exist for any areas not performing to contracted or expected levels with the aim to turn any Red or Amber status to Green.
  • Populate internal reporting tools on weekly basis (i.e. Client Delivery Central and Service Excellence Portal) with RAG status of account delivery, customer relationship, and financials.
  • Oversee and coordinate NTT DATA response to Incident, Outages and Escalations including on-call rotation with peers.
  • Understand available automation and efficiency programs and ensure they are implemented and executed appropriately within assigned account(s).
  • Assist in the management of the sales enablement process and ensure tight integration with delivery teams.
• FINANCIAL
  • Work closely with the business unit Client Executive to manage the P&L for all assigned accounts inclusive of revenue, expense, and margin.
  • Ensure accurate and timely revenue/expense/margin forecasts for assigned accounts.
  • Responsible for cost reduction and elimination in support of the Annual Operating Plan (AOP) and variance action plans as necessary, including productivity and growth items.
    • When necessary, deliver documented action plans to close gap of Forecast to AOP.
  • Manage account Start-up or Ramp-down processes.
• CLIENT GOVERNANCE & RELATIONSHIP
  • Build and sustain effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience.
  • Direct point of contact for customers for day-to-day communications and formal service delivery governance responsibilities with customer operations leadership.
  • Work collaboratively with Client Executive to develop customer relationships, identify and manage relationship and delivery risk.
  • Responsible for leading contract governance meetings.
  • Ensure Crisis Management/Business Continuity Plans are developed, tested, and accurate.
  • Responsible for improving Client Satisfaction
    • When needed, develop Client Satisfaction Improvement plans in partnership with the Business Unit Client Executive in response to NPS Feedback.

Basic Qualifications:

• 2 years of healthcare operations or delivery experience, Meditech Electronic Medical Record application experience preferred
• 2 years of Commercial operations experience
• 2 years of Infrastructure or Cloud Hosting operations experience, Microsoft Operating Systems and Windows Server technologies preferred or equivalent college degree in related IT field of study

Desired Skills:  

• Applications management experience a plus
• Project Management skills a plus.

• Aggressive and eager learner who is comfortable working with IT tools and applications such as Microsoft Office Products and web portals
• Excellent written and verbal communication skills
• Ability to Multi-Task

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