Senior Manager, Managed Services Delivery
2 weeks ago
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The Senior Manager, Managed Services Delivery is primarily responsible for managing a team of Managed Services Delivery Specialists. This role supports the business and protects the company's reputation by taking responsibility for overall contract management for local, small, and low to medium complexity client contracts. This role ensures client satisfaction, service delivery, and contract profitability for assigned client contracts. These clients require service delivery that are complex by nature and are typically across multiple sites and/or service offerings.
Key Responsibilities:
- Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts.
- Oversees the day-to-day delivery of managed services to clients, ensuring adherence to service-level agreements (SLAs) and quality standards.
- Works closely with cross-functional 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.
- Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.
- Cultivates and maintains strong relationships with key clients, serving as the primary point of contact for service-related inquiries, issues, and escalations.
- Develops and manages an annual operational budget and works with the Commercial Team to ensure that monthly and pass-through billing happens.
- Acts as a problem solver, addressing client concerns, resolving issues, and ensuring client satisfaction.
- Consults with the legal team to ensure that all contract escalations are addressed with contract governance.
- Allocates resources effectively to meet client demands, including people, technology, and infrastructure.
- Identifies potential risks to service delivery and works proactively to mitigate them, ensuring minimal disruption to clients.
- Reviews all proposals delivered to the client and ensures that growth objectives within the account are in line with NTT's overall growth objectives and serve the best interest of the client.
- Serves as the client's advocate within the organization, ensuring their needs and concerns are addressed promptly and effectively.
- Continuously monitors service performance, identifies areas for improvement, and implements strategies to enhance service quality and efficiency.
- Develops and maintains reporting mechanisms to track service delivery KPIs and provide regular updates to clients and senior management.
- Contributes 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.
- Collaborates and engages with various stakeholders, including Review Boards and Steering Committees, to ensure the delivery of services against the agreed Service Level Agreements.
- Drives service delivery excellence by motivating the team and inspiring outstanding performance against Service Level Agreements.
- Negotiates and resolves contractual issues, including failure to meet contractual obligations.
- Partners 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.
- Leads and mentors a team of delivery managers, service coordinators, and support staff to ensure they meet their goals and deliver exceptional client service.
Knowledge, Skills, and Attributes:
- Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors.
- Receives objective-based assignments and determines resources to meet schedules and goals.
- A deep understanding of the client industry and the ability to stay updated on industry trends, regulations, and emerging technologies.
- Thorough knowledge of the services NTT provides and the technical aspects involved.
- A comprehensive understanding of each client's business, goals, and specific needs.
- Understanding of budgeting, forecasting, and financial reporting is essential for managing the financial aspects of client delivery effectively.
- Proficiency in project management methodologies and tools to plan, execute, and monitor client projects effectively.
- Exceptional interpersonal and communication skills to build strong, lasting relationships with clients, understand their needs, and manage expectations.
- Strong skills to manage and motivate team members, set clear objectives, and provide guidance and support.
- Ability to analyze complex problems, identify root causes, and implement effective solutions efficiently.
- Skills to handle conflicts and disputes, both within the team and within clients, in a diplomatic and constructive manner.
- Ability to negotiate contracts, service-level agreements (SLAs), and other terms with clients or third-party vendors.
- Analytical skills to interpret data and make data-driven decisions to improve service delivery and meet client goals.
- Focus on understanding and meeting clients' needs and expectations.
- Proactive mindset to tackle challenges and find innovative solutions.
- Excellent communication skills, both written and verbal, to convey complex ideas and information effectively.
- Confidence in making informed decisions, even under pressure.
- Exceptional organizational skills to manage multiple clients and projects simultaneously.
- Willingness to stay updated with industry trends and emerging technologies.
- Focus on achieving measurable results for clients and for NTT Ltd.
- Capacity to adapt to changing circumstances and embrace new challenges.
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