Client Delivery Manager

3 weeks ago

Mumbai, Maharashtra, India NTT DATA Full time

Job Overview



As a Client Delivery Manager at NTT DATA, you will play a key role in driving client satisfaction and service delivery excellence. This is a management position, primarily responsible for leading a team of Managed Services Client Delivery Specialists. Your primary objective will be to ensure client satisfaction, service delivery, and contract profitability for assigned client contracts.



Responsibilities




  • Oversee the day-to-day delivery of managed services to clients, ensuring adherence to service-level agreements (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.
  • Build 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, identify areas for improvement, and implement 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 various stakeholders, including review boards and steering committees, to ensure the delivery of services against agreed Service Level Agreements.
  • Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements.
  • 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




  • Advanced understanding of the IT services industry, including trends, technologies, and best practices.
  • Advanced knowledge of managed services, including service level agreements (SLAs), service delivery models, and service management frameworks.
  • Advanced understanding of client needs, expectations, and industry-specific challenges to tailor services accordingly.
  • Advanced 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.
  • Advanced 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.
  • Advanced 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.

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