Your day at NTT DATA will involve collaborating with teams to deliver innovative solutions, leveraging cutting-edge technologies to address complex challenges for our clients. You will be responsible for analyzing requirements, designing scalable systems, and ensuring seamless integration of solutions across diverse platforms. Additionally, you will participate in agile methodologies, contribute to code reviews, and mentor junior developers to foster a culture of continuous improvement. Strong problem-solving skills, proficiency in relevant programming languages, and a commitment to delivering high-quality results are essential. Your role will also require effective communication with stakeholders, keeping them informed about project progress and addressing any concerns promptly.
The Managed Services Client Delivery Specialist serves as a seasoned subject-matter expert, overseeing the complete execution and management of managed services contracts from initiation to completion for assigned clients.
This position enhances business operations and upholds the company’s standing by overseeing contract administration for local, small-scale, and low to medium-complexity agreements. The role collaborates extensively with cross-functional teams to align with and surpass client expectations, ensuring seamless service delivery while maintaining contract profitability. The assigned client contracts often involve intricate, multi-site or multiservice arrangements, demanding a strategic and hands-on approach to meet their unique requirements.
The Managed Services Client Delivery Specialist is responsible for fostering proactive client engagement, overseeing project execution, providing technical guidance, and resolving complex issues to ensure seamless service delivery.
Oversee and execute a comprehensive range of duties, including but not limited to strategic planning, project management, and cross-functional collaboration to ensure organizational objectives are met. Develop and implement processes that enhance efficiency and productivity, while maintaining rigorous attention to detail. Lead and mentor teams, fostering a culture of accountability and continuous improvement. Monitor performance metrics, analyze data trends, and provide actionable insights to senior leadership to drive informed decision-making. Ensure compliance with industry regulations and company policies, mitigating risks and resolving operational challenges.
Ensure client satisfaction by delivering services in strict accordance with contractual obligations, service definitions, and SLAs, thereby fostering trust and upholding operational excellence.
Act as the Client’s primary operational point of contact, addressing inquiries, escalations, and feedback promptly and professionally to ensure consistently strong and responsive client relationships.
Transform business requirements into actionable service strategies while collaborating with internal teams and external clients to uncover opportunities and customize solutions aligned with their goals. By doing so, we maintain services that are pertinent, high-impact, and focused on delivering measurable results for the client.
Collaborate with cross-functional teams, including commercial, finance and administration, go-to-market, technical, and support groups, to address incidents, ensure system stability, and maintain high service quality across various touchpoints.
Ensure contractual integrity and compliance by vigilantly monitoring performance, proactively managing risks, and fostering collaboration with legal teams to uphold robust governance and safeguard both business and client interests.
Facilitate account expansion by uncovering upsell and cross-sell prospects, advancing renewal strategies, and bolstering long-term client retention efforts.
Proactively collaborate with Service Implementation and Delivery Teams to ensure timely delivery of services, aligning with onboarding, transition, modifications, and decommissioning requirements.
Provide strategic insights by meticulously documenting, tracking, and reporting on service performance, client satisfaction, and operational risks to ensure stakeholders are well-informed and that opportunities for ongoing enhancement are identified and pursued.
Demonstrated expertise and essential qualities required for the role include a comprehensive understanding of the field, along with a set of key personnel and professional attributes. Candidates should possess a deep familiarity with industry standards, methodologies, and best practices, ensuring alignment with organizational objectives. Strong analytical thinking, adaptability, and the capacity to work effectively in dynamic environments are highly valued. Additionally, effective communication skills, both written and verbal, are necessary to collaborate across teams and convey complex ideas clearly. A commitment to continuous learning and professional development is also expected to maintain cutting-edge expertise.
Demonstrates a strong commitment to service excellence while adeptly coordinating the seamless delivery of services.
Analytical expertise honed through experience, proactive approach, self-motivated with a dedication to excellence.
Demonstrated expertise in managed services, encompassing infrastructure management, cloud computing, security protocols, and technical support.
Accomplished expertise in overseeing and executing project management initiatives with a high degree of skill and experience.
Proven expertise in communication, negotiation, and problem-solving, with a demonstrated ability to convey ideas clearly and resolve conflicts effectively.
Consistently prioritizes client needs with a strong focus on relationship management and an unwavering commitment to ensuring high levels of satisfaction. Demonstrates a proven track record in effectively cultivating and sustaining client partnerships to achieve mutual success.
Proven expertise in business and financial management, encompassing budgeting, forecasting, and billing processes.
Extensive experience with ITIL or alternative IT service management frameworks is required.
Capable of thriving in high-pressure situations, this role demands strong organizational abilities and meticulous attention to detail to ensure accuracy and efficiency in all tasks.
Proven capability to collaborate effectively with diverse, cross-functional teams.
Adaptability and a dedication to customer satisfaction are essential qualities for this role.
Proficient in client contract engagements, with a solid grasp of contractual obligations and deliverables.
Academic Qualifications and Certifications: Candidates must hold a bachelor’s degree in a relevant field, such as education, psychology, or a related discipline. Additionally, possession of a valid teaching certification or an equivalent credential is mandatory. Prior completion of specialized training in special education or a comparable area is highly preferred.
A minimum of a bachelor’s degree—or an equivalent qualification—in Information Technology, Business, or a closely related discipline is required.
Preferred candidates will hold a relevant ITIL or ITSM certification.
Preferred candidates will possess a relevant project management certification, such as the PMP (Project Management Professional).
Proficiency in business analysis and reporting is evidenced by pertinent certifications and demonstrated skills.
Minimum of 5 years of relevant experience in the specified field is required for this position.
Proven track record of success in managed and/or support services environments is required.
Experienced professionals with a proven track record in delivering managed services and overseeing client relationships are sought. Candidates should demonstrate expertise in service delivery operations and a strong ability to manage client interactions effectively.
Proven track record of effectively delivering managed services to clients while consistently meeting service level agreements (SLAs) and maintaining high-quality standards.
Proven track record in aligning service delivery with contractual obligations and ensuring full compliance with regulatory standards.
Proven expertise in contract performance monitoring is required.
Proven expertise in overseeing and delivering service-oriented projects for clients is essential.
A proven track record of consistently monitoring and evaluating client satisfaction through established feedback mechanisms is essential.
Accomplished professionals with a proven track record of implementing proactive strategies to resolve client issues and elevate service excellence are sought.
Qualifications
BA/BSc/HND , Professional Certificate
