Your day at NTT DATA will involve engaging in diverse projects that leverage cutting-edge technologies to deliver innovative solutions for our clients. You will collaborate with cross-functional teams to analyze complex business challenges and design tailored strategies that drive efficiency and growth. Responsibilities include participating in solution development, conducting thorough research, and ensuring projects meet stringent quality standards. Additionally, you will contribute to client consultations, offering expert insights to enhance decision-making processes, while maintaining adherence to industry best practices and company policies.
The Managed Services Client Delivery Specialist serves as a seasoned subject-matter expert, overseeing the comprehensive execution of managed services contracts from initiation to completion.
This position ensures organizational success and upholds corporate integrity by overseeing contract administration for regional, small, and moderately complex agreements, collaborating with diverse teams to consistently meet—and exceed—client expectations. The role is responsible for delivering services as agreed and maintaining contract profitability for all assigned accounts. These clients present multifaceted service requirements across multiple locations and/or service categories.
The Managed Services Client Delivery Specialist is responsible for maintaining proactive client communication, overseeing project management tasks, providing technical guidance, and resolving complex issues efficiently.
Oversee a range of critical tasks, including the management of project timelines, coordination of team efforts, and ensuring alignment with organizational objectives. Develop and implement strategic plans to enhance efficiency and productivity, while maintaining rigorous adherence to quality standards and compliance requirements. Facilitate effective communication among stakeholders to foster collaboration and resolve potential conflicts. Conduct regular performance evaluations to identify areas for improvement and provide targeted mentorship to team members. Additionally, monitor progress through detailed reporting and adapt strategies as needed to address emerging challenges or shifting priorities.
Ensure client satisfaction by delivering services in strict accordance with contractual obligations, defined service parameters, and established service level agreements, thereby fostering trust and upholding operational excellence.
Act as the Client’s primary operational point of contact, addressing inquiries, handling escalations, and processing feedback in a timely and professional manner to ensure robust, responsive client relationships.
Translate business requirements into service delivery by collaborating with internal stakeholders and clients to uncover opportunities and customize solutions aligned with their goals. This approach ensures our services stay pertinent, impactful, and results-focused for the client.
Coordinate cross-functional activities by collaborating with commercial, finance and administration, go-to-market, technical, and support teams to address incidents, ensure system stability, and maintain consistent service quality across various touchpoints.
Ensure adherence to contractual obligations and regulatory requirements by vigilantly overseeing performance metrics, proactively mitigating risks, and fostering close collaboration with legal departments to uphold robust governance frameworks and safeguard both organizational and client interests.
Leverage strategic initiatives to drive account expansion by uncovering upsell and cross-sell potential, enhancing renewal approaches, and bolstering client longevity.
Collaborate actively with Service Implementation and Delivery Teams to ensure timely delivery of services, specifically during service onboarding and transitions, modifications, and decommissioning.
Deliver strategic insights by producing precise documentation, overseeing contracts, and analyzing service performance, client satisfaction, and operational risks to inform internal stakeholders and drive continuous improvement efforts.
Seeking a candidate with a robust understanding of the subject and a demonstrated aptitude for the role. The ideal applicant will exhibit strong analytical skills, exceptional attention to detail, and the ability to work both independently and collaboratively. Proficiency in relevant tools, technologies, or methodologies is essential, along with effective communication and problem-solving capabilities. The position requires a proactive mindset, adaptability to evolving challenges, and a commitment to continuous learning and professional growth.
Demonstrates a keen commitment to service excellence while possessing the capacity to effectively oversee a streamlined and cohesive service delivery process.
Analytical thinking skills honed through experience, coupled with a proactive approach and an innate drive to excel.
Experienced in overseeing managed services across infrastructure, cloud computing, cybersecurity, and technical support operations.
Accomplished expertise in overseeing and directing project initiatives with a proven track record of success.
Proven ability to communicate effectively, negotiate with confidence, and resolve challenges through analytical problem-solving.
Proven track record in fostering strong client relationships and delivering exceptional client satisfaction through a client-centric approach.
With a strong background in business operations, this role demands expertise in financial management, including budgeting, forecasting, and billing processes.
Skilled in leveraging ITIL or alternative IT service management frameworks is required.
Demonstrates resilience in high-pressure environments while maintaining meticulous organizational abilities and a keen eye for detail.
Proven capability to effectively collaborate with diverse, interdisciplinary teams spanning various departments and functions.
Professional and customer-centric with a strong capacity for adaptability.
Proficiency in client contract engagements is essential, requiring a solid grasp of contractual obligations, terms, and conditions to ensure compliance and mutual understanding between parties.
Academic Qualifications and Certifications require a relevant bachelor’s degree or higher in [field], along with any necessary professional certifications for the role. Candidates must possess [specific certifications, if applicable], ensuring compliance with industry standards and regulatory requirements.
A minimum of a bachelor’s degree, or an equivalent qualification, in Information Technology, Business, or a related discipline is required.
Preferred ITIL or ITSM certification is a plus.
Preferred is relevant project management certification, such as the Project Management Professional (PMP) credential.
Proficiency in business analysis methodologies and reporting standards, supported by relevant certifications and practical expertise.
Required experience includes a minimum of three years in project management, preferably within the technology sector, along with proven expertise in Agile and Scrum methodologies. Candidates should possess strong leadership skills to guide cross-functional teams and exceptional communication abilities to articulate complex concepts clearly to stakeholders. Familiarity with Jira, Trello, or similar project management tools is essential, as is the capacity to manage multiple priorities in a fast-paced environment. A bachelor’s degree in a related field or equivalent work experience is also required.
Experienced professionals with a proven track record in managed services and/or support services environments are required.
Experienced professionals with a proven track record in managed services delivery and client relationship management are sought.
Experienced professionals with a proven track record in executing managed services engagements for clients, consistently achieving service level agreements (SLAs) and upholding stringent quality benchmarks.
Proven expertise in aligning service delivery with contractual obligations and regulatory standards is required.
Experienced professionals with a proven track record in overseeing and evaluating contract execution are sought after for this role.
Proven expertise in overseeing service delivery projects for clients is required.
Proven expertise in regularly monitoring and evaluating client satisfaction via established feedback mechanisms.
Proven expertise in implementing proactive strategies to resolve client concerns and enhance service quality consistently.
Qualifications
BA/BSc/HND , Professional Certificate
