وصف الوظيفة
Role Overview
Managed Services Client Delivery Specialist at NTT DATA Limited. This is an on-site role responsible for overseeing the end-to-end delivery of managed services contracts to clients, managing local, small and low to medium complexity contracts while working closely with cross-functional teams.
Company Overview
NTT DATA is a $30+ billion business and technology services leader serving 75% of the Fortune Global 100. The company is committed to accelerating client success and positively impacting society through responsible innovation. NTT DATA is one of the world's leading AI and digital infrastructure providers with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. With experts in more than 70 countries and a Global Top Employer designation, NTT DATA offers access to innovation centers and an ecosystem of established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion annually in research and development.
Role Purpose
The Managed Services Client Delivery Specialist serves as a seasoned subject matter expert who protects the company's reputation by ensuring contract management excellence, service delivery quality, and contract profitability. The role involves proactive client communication, project management, technical oversight, and problem-solving to meet and exceed client expectations across complex, multi-site service environments.
Key Responsibilities
Client Satisfaction & Relationship Management
- Act as the primary point of contact for client inquiries, escalations, and feedback.
- Ensure services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
- Understand client business needs and objectives to tailor required services accordingly.
- Monitor and assess client satisfaction regularly through feedback mechanisms.
- Take proactive measures to address client concerns and continuously improve service quality.
- Develop account plans and strategies to enhance client engagement and retention.
- Identify opportunities for upselling or cross-selling additional services.
Service Delivery & Technical Oversight
- Ensure the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
- Collaborate with technical teams to resolve client issues and incidents promptly.
- Manage the implementation of new services, upgrades, and projects for clients.
- Coordinate project timelines, resources, and deliverables to ensure successful outcomes.
- Collaborate with technical teams to ensure that client environments are stable, secure, and up to date.
Contract & Compliance Management
- Ensure that service delivery aligns with contractual agreements and compliance requirements.
- Consult with legal team to ensure that all contract escalations are addressed with contract governance.
- Monitor and report on contract performance.
Financial Management
- Oversee financial aspects of client accounts, including budgeting and forecasting.
- Manage billing and invoicing processes.
Risk Management & Continuous Improvement
- Stay informed about industry trends and emerging technologies to provide informed recommendations to clients.
- Identify and mitigate risks associated with service delivery and client relationships.
- Develop contingency plans for potential disruptions.
Reporting & Documentation
- Maintain accurate records, client documentation, and incident reports.
- Provide regular reports on service performance and client satisfaction to internal and external stakeholders.
Qualifications & Experience
Education & Certifications
- Bachelor's degree or equivalent qualification in Information Technology, Business, or related field.
- ITIL certification preferred.
- Project management certification (for example, PMP) preferred.
Required Experience
- Demonstrated seasoned experience in a managed services and/or support services environment.
- Demonstrated seasoned experience in managed services service delivery and client management.
- Demonstrated seasoned experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
- Demonstrated seasoned experience in service delivery alignment with contractual agreements and compliance requirements.
- Demonstrated seasoned experience in monitoring contract performance.
- Demonstrated seasoned experience in managing service delivery projects for clients.
- Demonstrated seasoned experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
- Demonstrated seasoned experience in proactive measures to address client concerns and continuously improve service quality.
Skills & Competencies
- Passionate about service delivery with strong ability to manage coordinated delivery of service.
- Seasoned analytical mindset with strong initiative, self-driven with commitment to succeed.
- Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
- Seasoned proficiency in project management.
- Excellent communication, negotiation, and problem-solving skills.
- Excellent client centricity and proven ability to manage client relationships and drive client satisfaction.
- Seasoned business acumen and financial acumen for budgeting, forecasting, and billing.
- Seasoned familiarity with ITIL or other IT service management frameworks.
- Ability to work under pressure with exceptional organizational skills and attention to detail.
- Ability to work collaboratively with cross-functional teams.
- Adaptability and customer-focused mindset.
Additional Information
- On-site working arrangement.
- NTT DATA is an Equal Opportunity Employer committed to providing an environment free of unfair discrimination and harassment.