[Hiring] Client Delivery Manager @NTT Ltd.

Role Description

The Manager, Service Delivery is a management role, primarily responsible for managing one or more Service Delivery Specialists. This role ensures continuity in service and may also act as an advocate for the client within the organization.

This role supports the business by taking responsibility for overall contract management for medium to large complex client contracts. It is responsible for ensuring client satisfaction, service delivery, and contract profitability for assigned client contracts.

This role may operate across multiple sites or Support Services offerings and is the primary interface managing the services relationship between the client and the organization. It owns the service governance structure, schedules and runs all service management review meetings, and ensures all processes and documentation are in place.

The Manager, Service Delivery is a chargeable service in the Uptime Proactive Support Service (PSS) option and is responsible for performing client-facing activities in service activation of Uptime Support Services, supporting and coordinating with GDC in service activation to ensure successful completion. This role identifies trends and areas of improvement in service delivery and communicates this information to regional and global stakeholders.

This is a people management role responsible for managing, coaching, and mentoring Service Delivery Specialists, ensuring achievement of team KPIs.

• Leads and coaches a team of one or more Service Delivery Specialists.
• Provides support and guidance to the team.
• Provides subject matter expertise to the team.
• Collaborates with internal leadership/stakeholders to set the strategy and direction for the team of Service Delivery Specialists.
• Fulfils key role and responsibilities of that of a Service Delivery Specialist – depending on regional and/or country requirements.
• Monitors client satisfaction and identifies service improvement plans to address with immediate service delivery team.
• Establishes relationships with the relevant teams within the organization whom the Service Delivery Specialists interact with on a daily basis.
• Ensures the team of Service Delivery Specialists have the required tools and resources to successfully service the client needs and requirements.
• Manages and coordinates the service delivery budget, compiles reports, and service delivery metrics.
• Observes the external market by analyzing service delivery management trends and recommends improvements to existing procedures, strategies, and policies.

Qualifications

• Advanced management abilities.
• Ability to establish strong relationships with internal stakeholders and external clients.
• Excellent ability in managing coordinated delivery of service.
• Excellent written and verbal communication skills.
• Good at solving problems and can use initiative to drive innovation.
• Ability to work well in a pressurized environment.
• Assertive in approach and displays excellent persuasion and influence abilities.
• Advanced analytical with proven negotiation skills.
• Passionate, strong initiative, self-driven with commitment to succeed.
• Ability to receive objective-based assignments and determine resources to meet schedules and goals.

Requirements

• Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related field.
• ITIL Certification, such as ITIL Foundation or higher-level certifications.
• Project Management Professional (PMP) certification desirable.
• Client Relationship Management certification desirable.
• Advanced demonstrated years of experience in service delivery and/or related function in a medium to large ICT organization, preferably IT service provider.
• Advanced experience in delivering IT services, managing IT projects, and understanding the IT service lifecycle.
• Advanced experience in managing client relationships, understanding client needs, and ensuring client satisfaction.
• Advanced demonstrated years of experience managing and leading a service delivery team and/or related function.

Workplace type

Remote Working

Company Description

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers, and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.