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Senior Associate Managed Services Client Delivery Specialist

1 month ago

Bengaluru, Karnataka, India NTT Full time
Job Description

As a Senior Associate Managed Services Client Delivery Specialist at NTT DATA, you will play a key role in overseeing the end-to-end delivery of managed services contracts to clients. This involves taking responsibility for contract management, working closely with cross-functional teams to ensure client expectations are met and exceeded, and taking ownership of service delivery and contract profitability for assigned client contracts.

Key Responsibilities:
  • Ensure client satisfaction by delivering services according to agreed service definitions and Service Level Agreements (SLAs).
  • Act as the primary point of contact for client inquiries, escalations, and feedback.
  • Understand client business needs and objectives to tailor required services accordingly.
  • Ensure the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
  • Collaborate with technical teams to resolve client issues and incidents promptly.
  • Monitor and assess client satisfaction regularly through feedback mechanisms.
  • Take proactive measures to address client concerns and continuously improve service quality.
  • Develop account plans and strategies to enhance client engagement and retention.
  • Identify opportunities for upselling or cross-selling additional services.
  • Manage the implementation of new services, upgrades, and projects for clients.
  • Coordinate project timelines, resources, and deliverables to ensure successful outcomes.
  • Ensure that service delivery aligns with contractual agreements and compliance requirements.
  • Consult with legal team to ensure that all contract escalations are addressed with contract governance.
  • Monitor and report on contract performance.
  • May oversee financial aspects of client accounts, including budgeting and forecasting.
  • May manage billing and invoicing processes.
  • Collaborate with technical teams to ensure that client environments are stable, secure, and up to date.
  • Stay informed about industry trends and emerging technologies to provide informed recommendations to clients.
  • Identify and mitigate risks associated with service delivery and client relationships.
  • Develop contingency plans for potential disruptions.
  • Maintain accurate records, client documentation, and incident reports.
  • Provide regular reports on service performance and client satisfaction to internal and external stakeholders.

Knowledge and Attributes:
  • Possess a passion for service delivery with a strong ability to manage a coordinated delivery of service.
  • Display an analytical mindset, strong initiative, self-driven with a commitment to succeed.
  • Understand managed services, including infrastructure, cloud, security, and support.
  • Seasoned proficiency in project management.
  • Good communication, negotiation, and problem-solving skills.
  • Good client centricity, proven ability to manage client relationships and drive client satisfaction.
  • Relevant business acumen, as well as financial acumen for budgeting, forecasting, and billing.
  • Familiarity with ITIL or other IT service management frameworks.
  • Ability to work under pressure and has exceptional organizational skills and attention to detail.
  • Ability to work collaboratively with cross-functional teams.
  • Adaptability and a customer-focused mindset.

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

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

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.