Your day at NTT DATA will involve collaborating with a diverse team of professionals to deliver innovative technology solutions that drive business transformation for our clients. You’ll be responsible for analyzing complex data sets, designing and implementing scalable systems, and ensuring seamless integration of cutting-edge tools and platforms. Your role will require a strong foundation in software development, cloud computing, or cybersecurity, along with the ability to troubleshoot technical challenges and optimize performance. Additionally, you’ll contribute to agile project methodologies, maintain clear documentation, and adhere to industry best practices to ensure high-quality outcomes.
The Managed Services Client Delivery Specialist serves as a seasoned subject authority, entrusted with managing the comprehensive execution of managed services agreements from inception to completion for the client.
This position enhances business operations and upholds the company’s reputation by overseeing contract management for local, small, and low to medium complexity agreements, working collaboratively with cross-functional teams to meet and surpass client expectations. The role is accountable for ensuring service delivery and maintaining contract profitability for assigned client contracts, which often involve intricate, multi-site and/or multi-service arrangements.
The Managed Services Client Delivery Specialist is responsible for maintaining proactive client communication, overseeing project execution, providing technical guidance, and resolving issues efficiently.
Oversee critical operational duties including strategic planning, team leadership, and performance monitoring to ensure organizational objectives are met efficiently. Develop and implement policies, procedures, and best practices to enhance productivity, compliance, and quality standards across departments. Collaborate with cross-functional teams to align resources, streamline workflows, and drive continuous improvement initiatives. Monitor key performance indicators (KPIs) to assess progress, identify gaps, and implement corrective actions as needed. Foster a culture of accountability, innovation, and collaboration while ensuring adherence to legal and regulatory requirements. Serve as a primary liaison between senior management and operational staff to facilitate clear communication and decision-making.
Ensure client satisfaction by delivering services in strict accordance with contractual obligations, service definitions, and SLAs, thereby fostering trust and reinforcing operational excellence.
Act as the primary operational liaison for the client, adeptly handling inquiries, escalations, and feedback while demonstrating professionalism and a sense of urgency to foster robust, responsive partnerships.
Translate business requirements into actionable service delivery strategies, collaborating with internal and client stakeholders to uncover opportunities and customize solutions that align with client goals. This approach guarantees that our services continue to deliver measurable value, relevance, and effectiveness tailored to client needs.
Coordinate cross-functional efforts in collaboration with commercial, finance, and administration, go-to-market, technical, and support teams to address incidents, ensure system stability, and maintain service excellence across various touchpoints.
Ensure contractual integrity and compliance by overseeing performance, mitigating risks, and working closely with legal teams to uphold governance while safeguarding business and client interests.
Facilitate account expansion by uncovering upsell and cross-sell opportunities, assisting with renewal strategies, and playing a key role in sustaining long-term client relationships.
Collaborate proactively with Service Implementation and Delivery Teams to ensure timely delivery of services, encompassing onboarding, transition, modifications, and decommissioning.
Deliver strategic insights by ensuring precise documentation, overseeing contract performance, and reporting on service effectiveness, client satisfaction levels, and operational risks to provide key stakeholders with actionable information while driving ongoing enhancements.
Proficient knowledge and relevant skills in the specified domain, along with a strong commitment to excellence, are essential. Candidates must exhibit adaptability, problem-solving capabilities, and a proactive approach to tasks. Strong communication skills and the ability to collaborate effectively within a team are also required. Prior experience in a similar role is preferred, and a dedication to continuous learning and professional growth is highly valued.
Demonstrates a deep commitment to service excellence and possesses exceptional skills in coordinating and executing service delivery initiatives seamlessly.
Analytical expertise honed through experience, exceptional drive, and a proactive approach, coupled with an unwavering dedication to achieving success.
Proven expertise in managed services encompasses infrastructure management, cloud solutions, security protocols, and technical support.
Accomplished expertise in overseeing and executing project management initiatives.
Skilled in articulating ideas clearly, engaging in effective dialogue, and resolving challenges through strategic thinking.
Demonstrates a strong commitment to client-focused service, with a track record of effectively managing client relationships and consistently delivering high levels of satisfaction.
A strong grasp of business principles, coupled with robust financial expertise in budgeting, forecasting, and billing, is essential.
Proven expertise in IT service management frameworks, including ITIL or comparable methodologies, is essential.
Capable of thriving in fast-paced environments while maintaining precision, this role demands strong organizational abilities and meticulous attention to detail.
Demonstrated capacity to collaborate effectively with diverse teams spanning multiple functions.
Demonstrates flexibility in dynamic environments and prioritizes customer satisfaction in all interactions.
Possesses a solid grasp of client contract engagements, including their structure, key terms, and the obligations they impose on all involved parties. Familiarity with contract lifecycle stages—from negotiation and drafting to execution and renewal—is essential. Demonstrates awareness of compliance requirements, risk mitigation strategies, and the importance of clear, enforceable agreements in maintaining strong client relationships and protecting organizational interests.
Academic Qualifications and Certifications:
Applicants must possess the requisite educational credentials and professional certifications relevant to the position. These may include an advanced degree in a related field, specialized training, or industry-recognized credentials that validate expertise and competence. The ideal candidate will hold qualifications that align with the role’s technical or academic demands, ensuring alignment with organizational standards and professional best practices.
A bachelor’s degree or equivalent qualification in Information Technology, Business, or a related field is required.
Preferred candidates will hold relevant ITIL or ITSM certifications.
Preferred certification in project management, such as the Project Management Professional (PMP) credential, is advantageous.
Proven expertise in business analysis and reporting, supported by relevant certifications and specialized skills.
Minimum of 3 years of relevant professional experience in a similar role is required.
Proven track record of success in managed services and/or technical support environments is required.
With a proven track record in managed services, including service delivery and client management, you bring substantial hands-on experience to the role. Your background demonstrates a deep understanding of these critical areas, ensuring seamless operations and strong client relationships.
Proven track record in delivering managed services to clients while consistently achieving service level agreements (SLAs) and maintaining high-quality standards is required.
Experienced professionals with a proven track record in ensuring service delivery aligns with contractual obligations and regulatory standards are sought.
Proven expertise in overseeing and evaluating contract execution and adherence to agreed-upon terms is essential.
Experienced professionals with a proven track record in overseeing and executing service delivery projects for clients are sought.
Proven expertise in systematically gathering and evaluating client feedback to assess satisfaction levels continuously.
Demonstrated expertise in implementing proactive strategies to resolve client concerns and enhance overall service quality.
Qualifications
BA/BSc/HND , Professional Certificate
