Your time at NTT DATA will be defined by innovation, collaboration, and meaningful contributions to cutting-edge projects that drive digital transformation across industries. You will work alongside a diverse team of experts, leveraging advanced technologies to deliver solutions that address complex business challenges and enhance operational efficiency. Your responsibilities will include analyzing client needs, designing scalable architectures, and implementing robust systems while adhering to best practices in security and compliance. This role demands strong problem-solving skills, adaptability to evolving technologies, and a commitment to continuous learning to stay ahead in a fast-paced environment. Additionally, you will participate in cross-functional teams, mentor junior colleagues, and present findings to stakeholders to ensure alignment with business objectives.
As a seasoned subject-matter expert in Managed Services Delivery, you will be responsible for managing the complete lifecycle of managed services contracts from inception to conclusion, ensuring seamless execution and adherence to client commitments.
This position enhances business operations and upholds the company’s reputation by overseeing contract management for small to medium-complexity local contracts, collaborating closely with cross-functional teams to meet and surpass client expectations. Additionally, the role ensures seamless service delivery while safeguarding contract profitability for assigned accounts. The clients involved often present 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 execution, providing technical guidance, and resolving issues efficiently.
Key duties encompass overseeing project timelines, coordinating team efforts, and ensuring adherence to quality standards throughout all phases. Managing stakeholder communications, tracking progress against benchmarks, and mitigating potential risks are integral to the role. Additionally, the position requires developing and implementing strategic initiatives to enhance operational efficiency while maintaining clear documentation and reporting protocols.
Ensure client satisfaction by delivering services in strict accordance with contractual obligations, defined service parameters, and established SLAs, thereby fostering trust and upholding operational excellence.
Act as the Client’s primary operational point of contact, addressing inquiries, escalations, and feedback with professionalism and efficiency to uphold robust, responsive relationships.
Translate business requirements into actionable service delivery strategies by collaborating with stakeholders to uncover opportunities and customize solutions that align with client goals, thereby ensuring our services deliver measurable value and remain pertinent and impactful.
Coordinate cross-functional activities in collaboration with commercial, finance, administration, go-to-market, technical, and support teams to address incidents promptly, restore system stability, and ensure consistent service quality across all interaction points.
Ensure adherence to contractual obligations and regulatory compliance by overseeing performance metrics, mitigating risks, and partnering with legal departments to uphold robust governance while safeguarding organizational and client interests.
Enable Account Growth by identifying upsell and cross-sell opportunities, supporting renewal strategies, and contributing to long-term client retention.
Collaborate proactively with Service Implementation and Delivery Teams to ensure timely service delivery, encompassing onboarding, transition, modifications, and decommissioning processes.
Provide strategic insights by ensuring precise documentation, overseeing service performance contracts, and evaluating client satisfaction and operational risks to furnish internal stakeholders with actionable data that drives continuous improvement.
Seeking a candidate with a strong understanding of the subject and the ability to demonstrate key personnel qualities essential for the role. The ideal applicant should possess a solid foundation in relevant expertise, coupled with a professional demeanor and proactive mindset. Strong analytical skills, adaptability, and a commitment to continuous learning are highly valued. Excellent communication abilities, both written and verbal, are required to effectively collaborate with teams and stakeholders.
Demonstrates a deep commitment to service excellence while effectively overseeing the seamless coordination and execution of service delivery.
Analytical thinking with extensive experience, proactive approach, and an unwavering dedication to achieving success.
Experienced in providing comprehensive managed services, encompassing infrastructure management, cloud solutions, security protocols, and technical support.
Proven expertise in project management, with extensive experience in leading and delivering projects effectively.
Proven ability to communicate effectively, negotiate adeptly, and resolve challenges efficiently.
Proven expertise in client-centric approaches, with a strong track record of effectively managing client relationships and consistently enhancing client satisfaction.
Proven expertise in business and financial management, including expertise in budgeting, forecasting, and billing processes.
Possesses comprehensive expertise in ITIL or alternative IT service management methodologies.
Demonstrates resilience in high-pressure situations while maintaining meticulous organization and a keen eye for detail.
Skilled in fostering effective teamwork and collaboration across diverse departments and disciplines to achieve shared objectives.
Maintaining a flexible approach and prioritizing customer satisfaction are essential qualities for this role.
Proficient in comprehending the nuances of client contract engagements is essential, ensuring alignment with organizational objectives and contractual obligations.
Academic Qualifications and Certifications include a relevant bachelor’s degree or higher in a related field, along with professional certifications pertinent to the role. Candidates must possess recognized credentials that validate expertise and adherence to industry standards. Additional specialized training or accreditation may be required, depending on the position’s demands.
A bachelor’s degree or its equivalent in Information Technology, Business, or a related field is required.
Preferred certification in ITIL or ITSM is advantageous.
Preferred qualifications include a relevant project management certification, such as the PMP credential.
Proficiency in business analysis and reporting is required, supported by relevant certifications and demonstrated skills in these areas.
Required experience includes a minimum of three years in a comparable role, with at least one year specifically in a leadership or supervisory capacity. Candidates should possess a strong understanding of industry best practices, compliance standards, and operational protocols. Additionally, experience with project management methodologies, such as Agile or Scrum, and proficiency in relevant software tools is highly desirable. Familiarity with data analysis and reporting is also preferred.
Demonstrated success in providing managed and/or support services, leveraging extensive hands-on experience in a structured operational environment.
With proven expertise in managed services, including service delivery and client management, the ideal candidate will bring extensive experience to the role.
Seasoned professionals with a proven track record in delivering managed services to clients while consistently meeting service level agreements (SLAs) and maintaining high-quality standards are encouraged to apply.
Proven expertise in aligning service delivery with contractual obligations and regulatory compliance standards is required.
Experienced professionals are required to have a proven track record in overseeing and evaluating contract performance metrics.
Seasoned professional with a proven track record in overseeing and delivering client service projects effectively.
Accomplished professionals should possess a proven track record of systematically evaluating and measuring client satisfaction via established feedback channels.
Proven track record in implementing proactive strategies to effectively resolve client concerns and enhance overall service quality.
Qualifications
BA/BSc/HND , Professional Certificate
