Senior Manager, Managed Services Client Delivery Specialist
2 weeks ago
About the Role
The Senior Manager, Managed Services Client Delivery is a senior management position responsible for overseeing the delivery of managed services to clients. This role involves managing a team of professionals to ensure that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
Key Responsibilities:
- Manage client satisfaction by ensuring that services are delivered according to agreed service definitions and SLAs.
- Oversee the day-to-day delivery of managed services to clients, ensuring adherence to SLAs and quality standards.
- Work 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.
- Engage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.
- Cultivate and maintain strong relationships with key clients, serving as the primary point of contact for service-related inquiries, issues, and escalations.
- Act as a problem solver, addressing client concerns, resolving issues, and ensuring client satisfaction.
- Allocate resources effectively to meet client demands, including people, technology, and infrastructure.
- Identify potential risks to service delivery and work proactively to mitigate them, ensuring minimal disruption to clients.
- Review all proposals delivered to the client and ensure that growth objectives within the account are in line with the company's overall growth objectives and serve the best interest of the client.
- Serve as the client's advocate within the organization, ensuring their needs and concerns are addressed promptly and effectively.
- Continuously monitor service performance, identifies areas for improvement, and implements strategies to enhance service quality and efficiency.
- Develop and maintain reporting mechanisms to track service delivery KPIs, and provide regular updates to clients and senior management.
- 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 Review Boards and Steering Committees to ensure the delivery of services against the agreed SLAs.
- Drive service delivery excellence by motivating the team members and inspiring outstanding performance against SLAs.
- Negotiate and resolve contractual issues, including failure to meet contractual obligations.
- 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.
- 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:
- Extended understanding of the IT services industry, including trends, technologies, and best practices.
- Extended knowledge of managed services, including SLAs, service delivery models, and service management frameworks.
- Extended understanding of client needs, expectations, and industry-specific challenges to tailor services accordingly.
- Extended leadership and management skills to lead a team of professionals and drive results.
- Excellent communication skills, both written and verbal, for interacting with clients, team members, and stakeholders.
- Ability to build and maintain strong client relationships, understand their needs, and ensure client satisfaction.
- Extended proficiency in project management methodologies to plan, execute, and monitor service delivery projects effectively.
- Strong analytical and problem-solving skills to address client issues and challenges proactively.
- Extended budgeting and financial management skills to ensure profitable service delivery.
- Ability to manage relationships with third-party vendors and partners as needed for service delivery.
- Client-centric mindset, always putting the client's needs and satisfaction first.
- Willingness and ability to adapt to changing technology, client requirements, and industry trends.
- Ability to develop long-term and short-term plans for service delivery improvement.
- Focus on achieving measurable outcomes and delivering value to clients.
- Collaboration and teamwork are essential, as the role involves working with cross-functional teams.
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:
- Extended demonstrated experience in a managed services and/or support services environment.
- Extended demonstrated experience in managed services - service delivery and client management.
- Extended demonstrated experience in successful delivery of managed services to clients, meeting SLAs and quality standards.
- Extended demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
- Extended demonstrated experience in monitoring contract performance.
- Extended demonstrated experience in managing service delivery projects for clients.
- Extended demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
- Extended demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
- Extended demonstrated experience in managing and leading a service delivery team and/or related function.
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, color, 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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