Director, Managed Services Client Delivery

JOB DESCRIPTION

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The Director, Managed Services Client Delivery is a leadership role, responsible for overseeing the end-to-end delivery of managed services contracts to strategic clients, ensuring client satisfaction, and managing a team of Managed Services Client Delivery Specialists. This role develops and maintains strong relationships with strategic clients, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded. This role is responsible for ensuring client satisfaction, service delivery, and contract profitability for strategic client contracts.

Working at NTT

Key Roles and Responsibilities:

Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts Develops and executes a strategic vision for the managed services client delivery management function that aligns with the organisation's overall goals and objectives Fosters and maintains strong relationships with key strategic clients, ensuring their needs are met, and expectations are exceeded Implements best practices, standards, and processes to ensure the consistent delivery of high-quality managed services to clients Defines, monitors, and reports on key performance indicators (KPIs) to measure and improve service delivery efficiency and effectiveness Allocates resources effectively, including people, technology, and infrastructure, to meet client demands efficiently Identifies and mitigates potential risks to client service delivery and proactively address issues as they arise Manages the budget for the managed services client delivery function, ensuring cost-effectiveness and profitability Collaborates with the technology team to integrate the latest tools and solutions that enhance service delivery capabilities Serves as the voice of the client within the organisation, advocating for their needs and ensuring client-centric decision-making Work closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier Engage proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performance Develop and manage an annual operational budget and work with the Commercial Team, ensure that monthly and pass through billing happens Consult the Legal Representatives within NTT and ensure that all contract escalations are addressed with contract governance 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 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 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 Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements Negotiates and resolves contractual issues, including failure to meet contractual obligations Partner with the organisation to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilised

Knowledge, Skills and Attributes:

Uses extensive knowledge across functional areas to direct the application of existing policies and principles and guide the development of new policies and ideas across the function Leads, integrates and directs work applying substantial practical expertise across function disciplines Solutions are devised based on limited information and issues that are occasionally complex and fundamental principles and data may be in conflict New concepts and solutions consider multiple perspectives and future implications A deep understanding of the IT services industry, including trends, technologies, and best practices In-depth knowledge of managed services, including service level agreements (SLAs), service delivery models, and service management frameworks Understanding of client needs, expectations, and industry-specific challenges to tailor services accordingly Strong leadership and management skills to lead a team of professionals and drive results Excellent communication skills, both written and verbal, for interacting with clients, team members, and stakeholders Ability to build and maintain strong client relationships, understand their needs, and ensure client satisfaction Proficiency in project management methodologies to plan, execute, and monitor service delivery projects effectively Strong analytical and problem-solving skills to address client issues and challenges proactively Budgeting and financial management skills to ensure profitable service delivery Ability to manage relationships with third-party vendors and partners as needed for service delivery Client centric mindset, always putting the client's needs and satisfaction first Willingness and ability to adapt to changing technology, client requirements, and industry trends Capacity to think strategically and develop long-term plans for service delivery improvement Focus on achieving measurable outcomes and delivering value to clients Collaboration and teamwork are essential, as the role involves working with cross functional teams

Academic Qualifications and Certifications:

Bachelor's degree or equivalent qualification in Information Technology or Business or related (or equivalent work experience) ITIL certification Project management certification (e.g., PMP) is preferred

Required Experience:

Significant demonstrated experience in a managed services and/or support services environment Significant demonstrated experience in managed services - service delivery and client management Significant demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards Significant demonstrated experience in service delivery alignment with contractual agreements and compliance requirements Significant demonstrated experience in monitoring contract performance Significant demonstrated experience in managing service delivery projects for clients Significant demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms Significant demonstrated experience in proactive measures to address client concerns and continuously improve service quality Significant demonstrated experience in managing and leading a service delivery team and/or related function

Skills Summary

Account Management, Client Advocacy, Client Relationship Management, Contract Performance Management, Financial Acumen, Leadership, Service Delivery Management, Service Improvement

Workplace type:

On-site Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries. Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'. Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world. Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all. Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

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