Your role at NTT DATA will involve collaborating with a diverse team to deliver innovative solutions tailored to client needs. You will be responsible for analyzing business requirements, designing technical architectures, and implementing robust systems to drive digital transformation. Daily tasks include troubleshooting technical issues, optimizing performance, and ensuring compliance with industry standards. Additionally, you will participate in project planning, risk assessment, and stakeholder communication to maintain alignment with business objectives. A strong understanding of cloud technologies, cybersecurity, and data analytics will be essential, along with excellent problem-solving and communication skills.
The Managed Services Client Delivery Specialist, an experienced subject authority, spearheads the complete execution of managed services agreements from initial contract inception through to final delivery for the client.
This position plays a vital role in advancing business objectives while safeguarding the company’s reputation by overseeing contract management for local, small, and low-to-moderately complex agreements. Collaboration with cross-functional teams is essential to consistently deliver and exceed client expectations while ensuring service delivery and contract profitability for assigned accounts. The clients served often demand intricate, multi-site and/or multiservice solutions, presenting unique operational challenges that require careful oversight and execution.
The Managed Services Client Delivery Specialist is responsible for driving proactive client engagement, overseeing project execution, providing technical leadership, and resolving complex issues.
Oversee and execute a range of critical duties to ensure operational excellence and team productivity. This includes managing project timelines, coordinating team efforts, and maintaining high standards of quality across all deliverables. Additionally, the role requires collaborating with cross-functional departments to align objectives, reporting progress to leadership, and identifying opportunities for process improvements. Strong problem-solving skills and adaptability are essential to navigate challenges and drive successful outcomes. Proficiency in relevant tools and technologies is also necessary to support efficient task completion and data-driven decision-making.
Ensure client satisfaction by delivering services in strict accordance with contractual obligations, defined service parameters, and Service Level Agreements (SLAs), thereby fostering trust and upholding operational excellence.
Act as the primary operational point of contact for the Client, addressing inquiries, escalations, and feedback promptly and professionally to uphold and strengthen responsive, high-quality client relationships.
Translate business requirements into service delivery while collaborating with business and client stakeholders to uncover opportunities and customize solutions aligned with client goals. This ensures our services stay pertinent, impactful, and focused on delivering measurable outcomes for the client.
Collaborate with commercial, finance, administration, go-to-market, technical, and support teams to resolve incidents, ensure system stability, and maintain service quality across all touchpoints.
Ensure adherence to contractual obligations and regulatory requirements by overseeing performance metrics, mitigating potential risks, and working closely with legal departments to maintain robust governance frameworks and safeguard both business and client interests.
Facilitate account expansion by uncovering upsell and cross-sell prospects, advancing renewal tactics, and bolstering long-term client retention efforts.
To collaborate proactively with Service Implementation and Delivery Teams, ensuring the timely delivery of services, including onboarding, transitions, modifications, and decommissioning.
Provide strategic insights through meticulous documentation, overseeing contracts, analyzing service performance metrics, assessing client satisfaction levels, and identifying operational risks to ensure informed decision-making by internal stakeholders and drive ongoing enhancements.
A comprehensive understanding of the subject is essential, along with possessing the necessary skills and personal qualities to excel in the role. Key attributes include analytical thinking, attention to detail, and the ability to work both independently and collaboratively in a fast-paced environment. Proficiency in relevant tools, technologies, or methodologies is also required to effectively contribute to team objectives. Strong communication skills, both written and verbal, are necessary to convey complex information clearly. Adaptability and problem-solving capabilities are critical to navigating challenges and driving continuous improvement. Additionally, a proactive approach to learning and development helps ensure sustained success in the position.
Demonstrates a strong commitment to service excellence while effectively overseeing the coordinated execution of service delivery initiatives.
A proven analytical aptitude, proactive mindset, and self-motivation are essential, coupled with a steadfast dedication to achieving success.
Experienced in delivering managed services, encompassing infrastructure management, cloud solutions, security protocols, and technical support.
Experienced in leading and overseeing project initiatives with a proven track record of success.
Proven ability to communicate effectively, negotiate with confidence, and resolve challenges efficiently.
Demonstrates exceptional client-focused skills, with a strong track record of cultivating and sustaining client relationships while ensuring high levels of client satisfaction.
Proven expertise in business and financial management, encompassing budgeting, forecasting, and billing processes.
Proven expertise in ITIL or alternative IT service management frameworks is required.
Proficient in functioning effectively under tight deadlines while maintaining a high level of organizational discipline and meticulous attention to detail.
Capacity to collaborate effectively with interdisciplinary teams across various departments.
Adaptability and a dedication to customer satisfaction are essential attributes for this role.
Possesses a solid grasp of client contract engagements, ensuring adherence to terms and conditions throughout project lifecycles. Demonstrates proficiency in interpreting contractual obligations, managing deliverables, and mitigating risks to uphold client satisfaction and organizational compliance. Requires familiarity with negotiation practices, compliance requirements, and the ability to resolve disputes while maintaining professional relationships.
Academic Qualifications and Certifications: Candidates must possess a relevant academic degree from an accredited institution, such as a bachelor’s or master’s in a field pertinent to the role. Additionally, professional certifications that align with the position’s requirements may be advantageous, and any specialized training or credentials should be highlighted to demonstrate expertise and commitment to the field.
A degree or equivalent qualification in Information Technology, Business, or a related field is required.
Preferred candidates possess applicable ITIL or ITSM certifications.
Preferred certification in project management, such as the PMP, is advantageous.
Proficiency in business analysis and reporting, supported by relevant certifications and specialized skills.
Required experience includes at least three years of professional involvement in project management or a related field, with a proven track record of successfully delivering projects on time and within budget. Familiarity with methodologies such as Agile or Scrum is essential, as is the ability to manage cross-functional teams and stakeholders effectively. Prior experience in a leadership role, overseeing a team of five or more professionals, is highly desirable. Additionally, candidates should possess strong analytical and problem-solving skills, coupled with exceptional communication abilities to articulate complex ideas clearly.
Proven expertise in environments specializing in managed services or support services is required.
Proven track record in delivering managed services with expertise in service delivery and client management.
Proven track record in delivering managed services to clients while consistently meeting service level agreements (SLAs) and maintaining high-quality standards.
Demonstrated expertise in aligning service delivery with contractual obligations and compliance standards is essential.
Proven expertise in evaluating and overseeing contract execution is essential.
Accomplished professionals with a proven track record in overseeing and executing client service delivery initiatives are sought.
We bring extensive experience in systematically monitoring and evaluating client satisfaction through structured feedback mechanisms.
With a proven track record, you will effectively anticipate and resolve client issues while driving ongoing enhancements in service excellence.
Qualifications
BA/BSc/HND , Professional Certificate
