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Director, Managed Services Client Delivery
3 days ago
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.
Your day at NTT DATA
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.What you'll be doing
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:
Academic Qualifications and Certifications:
Required Experience:
Workplace type:
On-site 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.
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