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Client Delivery Manager
2 months ago
Make an impact with NTT DATAJoin 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.Your day at NTT DATAResponsible for high-level relationship management with clients. Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution.Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business.Generally has profit and loss responsibilities. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
What you'll be doingThe role of MS Client Delivery Management is to manage one or more MS Client Delivery Specialists. They support the business and protect the company’s reputation by taking responsibility for overall contract management for local, small and low to medium complexity client contracts.They are responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts. These clients require service delivery for more than one NTT Business Units and are often complex by nature and are typically across multiple sites or for multiple NTT service offerings.Key Roles and Responsibilities:Lead and coach a team of one or more Service Delivery SpecialistsResponsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contractsWork closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establish evaluation criteria, evaluate alternative options, and assist with the decision to select the most appropriate vendor/supplierEngage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performanceDevelop and manage an annual operating budget and work with the Commercial Team, ensure that monthly and pass-through billing happensConsult the Legal Representatives within NTT and ensure that all contract escalations are addressed with contract governanceReview 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 clientContribute 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 clientCollaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level AgreementsDrive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level AgreementsNegotiates and resolves contractual issues, including failure to meet contractual obligationsPartner with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized
Knowledge, Skills, and Attributes:Ability to lead and coach a teamAbility to establish strong relationships with internal stakeholders and external clientsExcellent relationship-building skillsStrong ability in managing coordinated delivery of serviceExcellent written and verbal communication skillsStrong collaboration skillsAbility to work well in a pressurized environmentExcellent client centricityExcellent business acumen and commercial skillsHighly analytical with proven negotiation skillsPassionate, strong initiative, self-driven with a commitment to succeed
Academic Qualifications and Certifications:Demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a Ph.D. or equivalent degree without experience; or equivalent work experienceITIL certification
Required Experience:Demonstrated client engagement experience at a very senior levelDemonstrated experience in a Managed Services and/or Support Services environmentDemonstrated years of experience managing and leading a service delivery team and/or related functionWorkplace type:About NTT DATANTT 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 EmployerNTT 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.
