Client Delivery Manager

2 weeks ago

Mumbai, Maharashtra, India NTT Full time
Job Description

As a Client Delivery Manager at NTT DATA, you will be responsible for managing a team of Managed Services Client 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. Your primary goal will be to ensure client satisfaction, service delivery, and contract profitability for your assigned client contracts.

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 provides 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 a variety of stakeholders, including the 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 members 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.

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

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