Your daily responsibilities at NTT DATA will involve contributing to innovative projects within a dynamic and collaborative environment. You will be expected to leverage your technical expertise to deliver high-quality solutions while adhering to project timelines and client requirements. This role demands strong problem-solving abilities, effective communication skills, and the capacity to work both independently and as part of a cross-functional team. Additionally, you will be responsible for staying updated on industry trends, ensuring compliance with best practices, and participating in continuous improvement initiatives. Proficiency in relevant technologies, methodologies, and tools will be essential to meet the demands of this position.
As a seasoned subject-matter expert, the Managed Services Client Delivery Specialist is responsible for the comprehensive oversight of managed services contract execution from inception to completion.
This position enhances business operations and safeguards the company’s reputation by overseeing contract management for local, small-scale, and low-to-moderate complexity agreements. The role collaborates extensively with cross-functional teams to ensure client needs are met and surpassed while maintaining accountability for service delivery and contract profitability. These clients present inherently intricate service requirements, frequently spanning multiple sites and/or diverse service offerings.
The Managed Services Client Delivery Specialist is responsible for maintaining proactive client communication, overseeing projects, providing technical leadership, and resolving issues efficiently.
Oversee core operational tasks essential to the role, ensuring all duties are executed with precision and adherence to established protocols. Develop and implement strategic initiatives aimed at enhancing efficiency and achieving departmental objectives. Collaborate closely with cross-functional teams to foster alignment and streamline processes, driving cohesive performance across the organization. Monitor team progress, provide constructive feedback, and address performance gaps through targeted coaching and support. Maintain rigorous compliance with industry regulations and organizational policies to uphold standards of excellence and mitigate risks. Prepare and present detailed reports to stakeholders, offering actionable insights and recommendations for continuous improvement. Serve as a primary point of contact for internal and external stakeholders, facilitating transparent communication and resolving escalated issues promptly.
Ensure client satisfaction by delivering services in strict adherence to contractual obligations, service definitions, and SLAs, thereby fostering trust and reinforcing operational excellence.
Act as the primary operational point of contact for the Client, adeptly handling inquiries, escalations, and feedback while demonstrating professionalism and a sense of urgency to uphold robust, responsive relationships.
Translate business requirements into actionable service delivery strategies, collaborating with business and client stakeholders to uncover opportunities and customize solutions that align with client goals. This approach ensures our services remain pertinent, impactful, and focused on delivering measurable outcomes for the client.
Coordinate cross-functional initiatives in collaboration with commercial, finance, and administration teams, as well as go-to-market, technical, and support functions. Facilitate the resolution of incidents, ensure system stability, and maintain high service quality across all customer touchpoints.
Ensure adherence to contractual obligations and regulatory compliance by overseeing performance metrics, mitigating risks, and partnering with legal departments to maintain robust governance and safeguard organizational and client interests.
Facilitate account expansion by pinpointing upsell and cross-sell opportunities, assisting with renewal initiatives, and fostering enduring client relationships to bolster long-term retention.
Engage proactively with Service Implementation and Delivery Teams to ensure timely delivery of services throughout the processes of onboarding, transition, modifications, and decommissioning.
Provide Strategic Insights by ensuring precise documentation, evaluating and reporting on service performance, client satisfaction, and operational risks to equip internal stakeholders with actionable data and foster ongoing enhancement.
Seeking candidates with a comprehensive understanding of the field and possessing essential qualities necessary for success. Ideal applicants should demonstrate proficiency in relevant areas, coupled with a track record of achieving desired outcomes. Strong interpersonal skills, adaptability, and a commitment to continuous learning are highly valued. The role demands meticulous attention to detail, exceptional problem-solving abilities, and the capacity to work both independently and collaboratively. Prior experience in similar positions, along with relevant certifications or educational background, is preferred.
Demonstrates a fervent commitment to service excellence while skillfully orchestrating the seamless execution of coordinated service delivery initiatives.
We seek candidates with a well-developed analytical mindset, demonstrating strong initiative and a proactive, self-driven approach to achieving success.
Demonstrated expertise in managed services encompasses infrastructure management, cloud solutions, cybersecurity protocols, and technical support systems.
Experienced practitioner of project management methodologies with a proven track record in delivering successful outcomes.
Strong proficiency in communication, negotiation, and problem-solving is required.
Our firm seeks candidates with outstanding client-focused mindsets, a track record of successfully cultivating client relationships, and a demonstrated capacity for delivering exceptional client satisfaction.
Seasoned professionals with strong business and financial acumen are required to manage budgeting, forecasting, and billing processes effectively.
Proven expertise in IT service management frameworks, particularly ITIL, is essential.
Demonstrates the capacity to thrive in high-pressure environments while maintaining strong organizational abilities and meticulous attention to detail.
Proven capability to collaborate effectively with diverse cross-functional teams, fostering synergy and alignment to achieve shared objectives.
Demonstrates flexibility in dynamic environments alongside a steadfast commitment to customer satisfaction and service excellence.
Demonstrates a solid grasp of client contract engagements, including key terms, obligations, and compliance requirements necessary to ensure successful project delivery and client satisfaction. Familiarity with contract lifecycle management, including negotiation, execution, and post-execution oversight, is essential to mitigate risks and uphold contractual commitments.
Academic Qualifications and Certifications:
Candidates must possess a relevant academic degree or equivalent professional certification, ensuring alignment with industry standards and job requirements. Additionally, any specialized credentials or credentials demonstrating proficiency in pertinent areas are highly valued.
A relevant bachelor’s degree or equivalent qualification in Information Technology, Business, or a closely related discipline is required.
Preferred possession of a relevant ITIL or ITSM certification.
Preferred candidates will hold a relevant project management certification, such as the PMP.
Proficiency in business analysis methodologies, reporting techniques, and relevant certifications is essential.
Required experience includes a minimum of three years in a related field, with a proven track record in project management, client relations, or technical support. Candidates should possess strong analytical skills, proficiency in relevant software applications, and the ability to work independently as well as collaboratively in a team environment. Prior experience in [specific industry or sector, if applicable] is highly desirable, along with a bachelor’s degree in a relevant discipline or equivalent professional qualifications. Exceptional communication skills, both written and verbal, are essential to effectively convey complex information and maintain strong stakeholder relationships.
Accomplished professionals with a proven track record in managed services and/or support services environments are encouraged to apply.
Experienced professionals with a proven track record in delivering managed services, overseeing service delivery, and cultivating client relationships are sought after.
Accomplished professionals with a proven track record in effectively delivering managed services to clients while consistently achieving service level agreements (SLAs) and maintaining high-quality standards.
Proven expertise in aligning service delivery with contractual obligations and regulatory compliance standards is essential.
Proven expertise in overseeing and evaluating contract performance is required.
Proven expertise in overseeing and executing client-focused service delivery initiatives.
With a proven track record, you will consistently evaluate and measure client satisfaction through established feedback channels.
Proven track record in implementing proactive strategies to resolve client issues and enhance service delivery quality.
Qualifications
BA/BSc/HND , Professional Certificate
