Senior Manager of Client Delivery Services

1 week ago

Mumbai, Maharashtra, India NTT DATA Full time

Delivering Exceptional Client Experiences


About the Role


The Manager, Managed Services Client Delivery plays a vital role in ensuring the successful delivery of managed services to clients. This position is responsible for managing a team of professionals who work closely with clients to understand their needs and deliver tailored services that meet their expectations.

Key Responsibilities



  • Client Satisfaction: Ensure that services are delivered according to agreed service definitions and Service Level Agreements (SLAs), guaranteeing high levels of client satisfaction.
  • Service Delivery: Oversee the day-to-day delivery of managed services to clients, ensuring adherence to SLAs and quality standards.
  • Collaboration: Work closely with cross-functional teams to identify methods for purchasing and procurement, establishing evaluation criteria, and selecting the most suitable vendors or suppliers.
  • Problem-Solving: Act as a problem solver, addressing client concerns, resolving issues, and ensuring client satisfaction.
  • Resource Allocation: Allocate resources effectively to meet client demands, including people, technology, and infrastructure.
  • Risk Management: Identify potential risks to service delivery and work proactively to mitigate them, ensuring minimal disruption to clients.
  • Proposal Review: Review all proposals delivered to the client and ensure that growth objectives within the account align with the company's overall growth objectives and serve the best interest of the client.
  • Client Advocacy: Serve as the client's advocate within the organization, ensuring their needs and concerns are addressed promptly and effectively.
  • Service Performance: Continuously monitor service performance, identify areas for improvement, and implement strategies to enhance service quality and efficiency.
  • Reporting: Develop and maintain reporting mechanisms to track service delivery KPIs and provide regular updates to clients and senior management.
  • Premium Service Delivery: Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements.
  • Talent Management: Partner 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.
  • Team Leadership: Lead and mentor a team of delivery managers, service coordinators, and support staff to ensure they meet their goals and deliver exceptional client service.

Requirements



  • Industry Knowledge: Advanced understanding of the IT services industry, including trends, technologies, and best practices.
  • Service Management: Advanced knowledge of managed services, including service level agreements (SLAs), service delivery models, and service management frameworks.
  • Leadership: Advanced leadership and management skills to lead a team of professionals and drive results.
  • Communication: Excellent communication skills, both written and verbal, for interacting with clients, team members, and stakeholders.
  • Client Relationship: Ability to build and maintain strong client relationships, understand their needs, and ensure client satisfaction.
  • Project Management: Advanced proficiency in project management methodologies to plan, execute, and monitor service delivery projects effectively.
  • Problem-Solving: Strong analytical and problem-solving skills to address client issues and challenges proactively.
  • Financial Management: Advanced budgeting and financial management skills to ensure profitable service delivery.
  • Vendor Management: Ability to manage relationships with third-party vendors and partners as needed for service delivery.
  • Client-Centric Mindset: Client centric mindset, always putting the client's needs and satisfaction first.
  • Adaptability: Willingness and ability to adapt to changing technology, client requirements, and industry trends.
  • Long-Term Planning: Ability to develop long-term and short-term plans for service delivery improvement.
  • Measurable Outcomes: Focus on achieving measurable outcomes and delivering value to clients.
  • Collaboration: Collaboration and teamwork are essential, as the role involves working with cross-functional teams.

Academic Qualifications and Certifications



  • Education: Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
  • Certifications: Relevant ITIL certification preferred. Relevant project management certification (for example, PMP) is preferred.

Required Experience



  • Managed Services: Advanced demonstrated experience in a managed services and/or support services environment.
  • Service Delivery: Advanced demonstrated experience in managed services - service delivery and client management.
  • Client Management: Advanced demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
  • Contract Management: Advanced demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
  • Contract Performance: Advanced demonstrated experience in monitoring contract performance.
  • Service Delivery Projects: Advanced demonstrated experience in managing service delivery projects for clients.
  • Client Satisfaction: Advanced demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
  • Proactive Measures: Advanced demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
  • Team Management: Advanced demonstrated experience in managing and leading a service delivery team and/or related function.

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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