Your day at NTT DATA will involve engaging in a variety of meaningful projects that drive innovation and deliver value to our clients. You’ll collaborate with cross-functional teams to solve complex business challenges, leveraging cutting-edge technologies and industry best practices. This role requires a proactive approach, strong problem-solving skills, and the ability to adapt to dynamic environments. Responsibilities include analyzing client needs, designing tailored solutions, and ensuring seamless project execution from inception to completion. Additionally, you’ll contribute to knowledge-sharing initiatives, mentor junior team members, and stay current with emerging trends in the technology and consulting landscape.
The Managed Services Client Delivery Specialist serves as a seasoned subject authority, overseeing the complete execution of managed services contracts from inception to completion for the client.
This position enhances business operations and upholds the company’s reputation by overseeing contract administration for local, small-scale, and low-to-moderate complexity agreements. Collaborating closely with various cross-functional teams, the role ensures client expectations are not only met but surpassed while maintaining accountability for service delivery and contract profitability for assigned accounts. The clients served often present inherently intricate service requirements, frequently spanning multiple locations and/or service categories.
The Managed Services Client Delivery Specialist is responsible for maintaining proactive client communication, overseeing project management, providing technical guidance, and resolving issues efficiently.
Oversee and execute critical duties encompassing strategic planning, operational management, and team leadership to drive organizational success. Develop and implement policies, procedures, and performance metrics to enhance efficiency, productivity, and compliance with industry standards. Collaborate with cross-functional teams to identify opportunities for innovation, process improvement, and cost reduction. Ensure seamless communication and alignment of goals across departments while fostering a culture of accountability and continuous development. Monitor key performance indicators (KPIs) to assess progress, mitigate risks, and optimize resource allocation. Represent the organization in external engagements, including stakeholder meetings, industry conferences, and regulatory interactions, to uphold its reputation and strategic interests.
Ensure client satisfaction by delivering services in strict accordance with contractual obligations, service definitions, and SLAs, thereby fostering trust and reinforcing operational excellence.
Act as the Client’s Operational Anchor, addressing inquiries, escalations, and feedback promptly and professionally to ensure robust, responsive client relationships are upheld.
You will convert business requirements into actionable service delivery strategies, collaborating with internal and external stakeholders to uncover opportunities and design tailored solutions that align with client goals. This approach ensures our services stay aligned with client needs, delivering measurable and impactful outcomes.
Collaborate across commercial, finance, administration, go-to-market, technical, and support teams to align execution, address incidents, stabilize environments, and maintain service quality consistently across all touchpoints.
Ensure contractual integrity and compliance by overseeing performance, mitigating risks, and working closely with legal teams to maintain governance standards and safeguard business and client interests.
Facilitate account expansion by uncovering upsell and cross-sell prospects, assisting in renewal initiatives, and fostering enduring client relationships.
Collaborate proactively with Service Implementation and Delivery Teams to ensure services are delivered punctually throughout the onboarding, transition, modification, and decommissioning phases.
Provide strategic insights by ensuring precise documentation, managing contracts, and reporting on service performance, client satisfaction, and operational risks to inform internal stakeholders and drive continuous improvement efforts.
Seeking candidates with a comprehensive understanding of the subject along with the following essential qualities and skills.
Demonstrates a strong commitment to service excellence while effectively coordinating the seamless delivery of services.
Analytical expertise, proactive approach, and autonomous drive with a dedication to achieving success define this role.
Experienced professionals should possess comprehensive knowledge of managed services, encompassing infrastructure, cloud solutions, security protocols, and technical support.
Experienced in overseeing and directing project initiatives with a high level of expertise and strategic oversight.
The ideal candidate must demonstrate exceptional abilities in communication, negotiation, and problem-solving.
Proven capability in fostering strong client relationships and delivering exceptional client satisfaction through a client-centric approach.
Experienced in business operations with a strong understanding of financial principles, including budgeting, forecasting, and billing processes.
Experienced in leveraging ITIL or comparable IT service management frameworks.
Capable of performing effectively in high-pressure environments, this role demands outstanding organizational capabilities and meticulous attention to detail.
Proven success in fostering productive partnerships with diverse, interdisciplinary groups to achieve shared objectives. Demonstrates strong interpersonal skills and adaptability in collaborative environments.
Able to adjust readily to changing circumstances and prioritize customer needs with unwavering dedication.
Proficiency in client contract engagements is essential, encompassing knowledge of contractual obligations, terms, and compliance requirements to ensure alignment between service delivery and agreed-upon frameworks.
Academic Qualifications and Certifications:
A bachelor’s degree in a relevant field, such as education, child development, or a related discipline, is required for this position. Candidates must possess an active teaching certification or an equivalent credential recognized by the relevant educational authority. Additionally, specialized training or certifications in areas such as special education, classroom management, or curriculum development are highly desirable.
A bachelor’s degree or an equivalent qualification in Information Technology, Business, or a related field is required.
Preferred qualification includes an ITIL or ITSM-related certification.
Preferred qualification includes a relevant project management certification, such as the PMP.
Professional experience in business analysis and reporting, supported by relevant certifications and specialized skills.
Required experience includes a minimum of five years in a similar role, with a strong background in project management and a proven track record of delivering complex initiatives on time and within budget. Candidates should possess expertise in strategic planning, stakeholder engagement, and cross-functional team leadership. Additionally, proficiency in industry-specific tools and technologies is essential, along with exceptional problem-solving abilities and a commitment to continuous professional development.
Experienced professionals with a proven track record in managed services and/or support services environments are encouraged to apply.
With extensive hands-on experience in managed services, including service delivery and client management, the ideal candidate brings a proven track record of success to the role.
Demonstrated expertise in delivering managed services to clients, consistently achieving service level agreements (SLAs) and maintaining high-quality standards.
Proven track record in aligning service delivery with contractual obligations and ensuring adherence to compliance standards.
Proven track record in overseeing and evaluating contract performance is essential.
Accomplished professionals with a proven track record in overseeing service delivery initiatives for clients are sought.
Experienced professionals adept at routinely tracking and evaluating client satisfaction via established feedback systems.
Possesses extensive hands-on experience in implementing proactive strategies to resolve client issues and enhance overall service delivery.
Qualifications
BA/BSc/HND , Professional Certificate
