JOB DESCRIPTION
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Key Roles and Responsibilities:
1. Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
2. Defines, monitors, and reports on key performance indicators (KPIs) to measure and improve service delivery efficiency and effectiveness
3. Allocates resources effectively, including people, technology, and infrastructure, to meet client demands efficiently
4. Identifies and mitigates potential risks to client service delivery and proactively address issues as they arise
5. Manages the budget for the managed services client delivery function, ensuring cost-effectiveness and profitability
6. Collaborates with the technology team to integrate the latest tools and solutions that enhance service delivery capabilities
7. Serves as the voice of the client within the organization, advocating for their needs and ensuring client-centric decision-making
8. Consult the Legal Representatives within NTT and ensure that all contract escalations are addressed with contract governance
9. Review all proposals delivered to the client and ensure that growth objectives within the account are in line with NTT’s overall growth objectives and serve the best interest of the client
10. Contribute to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client
11. Collaborate and engage with a variety of stakeholders, including the Business Review Boards and Steering Committees to ensure the delivery of services against the agreed Service Level Agreements
12. Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
13. Leading a team of several dozen managed and professional services experts providing multinational services to a large automotive client
Knowledge, Skills and Attributes:
14. Uses extensive knowledge across functional areas to direct the application of existing policies and principles
15. A deep understanding of the IT services industry, including trends, technologies, and best practices
16. In-depth knowledge of managed network services, including service level agreements (SLAs), service delivery models, and service management frameworks
17. Understanding of client needs, expectations, and industry-specific challenges to tailor services accordingly
18. Strong leadership and management skills to lead a team of professionals and drive results
19. Excellent communication skills, both written and verbal, for interacting with clients, team members, and stakeholders
20. Ability to build and maintain strong client relationships, understand their needs, and ensure client satisfaction
21. Proficiency in project management methodologies to plan, execute, and monitor service delivery projects effectively
22. Budgeting and financial management skills to ensure profitable service delivery
23. Ability to manage relationships with third-party vendors and partners as needed for service delivery
24. Willingness and ability to adapt to changing technology, client requirements, and industry trends
25. Focus on achieving measurable outcomes and delivering value to clients
Academic Qualifications and Certifications:
26. Bachelor's degree or equivalent qualification in Information Technology or Business or related (or equivalent work experience)
27. ITIL certification
28. Project management certification (e.g., PMP) is preferred
Required Experience:
29. Significant demonstrated experience in managed network services - service delivery and client management
30. Significant demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
31. Significant demonstrated experience in monitoring contract performance
32. Significant demonstrated experience in proactive measures to address client concerns and continuously improve service quality
33. Significant demonstrated experience in managing and leading a service delivery team and/or related function
Workplace type:
Hybrid Working
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.