Alice Lope

Service Delivery Specialist @NTT DATA North America

Director for support teams spanning multiple global resource teams covering multiple applications and technical solutions. Including Cerner Millennium, Meditech and McKesson EMRs • Work with client executive leadership as leader of delivery team and front-line employees to liaison customer support, product development. Central point of escalations for client concerns to reach resolutions to client satisfaction. • Establish strong customer relationships in a variety of services including service management, help desk support, application support and technical support teams and third-party vendor partner liaison. • Meet with C-Level executives yearly on business model and scope of services planning for alignment with service delivery or assist in modification of contracts to fit client needs. • Project director for EMR delivery for the NTT on small, medium, and large-scale projects with TCV of plus yearly. Ensure scope and deliverables are clearly defined, gross margin of teams meets NTT leadership guidelines; responsible for staffing projects from resource pool and ensure projects stay within budget, delivery timeline and scope. Status reports to NTT C-Level and client executives on delivery, budget, and timelines. • Meet with sales team to review pending sales opportunities and provide details on business models. Work with managers on cost modeling for potential new client contracts. • ITIL service management leader responsible for change management approvals, high severity bridge line leadership, monitoring of request and incident counts across teams ensuring age count is within guidelines.