Senior Leader for Managed Services Delivery Excellence
3 days ago
About the Role
The Senior Manager, Managed Services Client Delivery is a senior leadership position 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 medium complexity client contracts.
This role is responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are highly 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.
- Acts as a problem solver, addressing client concerns, resolving issues, and ensuring client satisfaction.
- 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 the company's overall growth objectives and serve the best interest of the client.
- Serves as the client's advocate within the organisation, 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 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.
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 organisations and society move confidently and sustainably into the digital future.
We are seeking a highly skilled Senior Manager, Managed Services Client Delivery to lead our team and drive service delivery excellence. The ideal candidate will have a strong background in managed services and excellent leadership skills.
Requirements
We are looking for a results-driven professional with:
- 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 service level agreements (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.
What We Offer
We offer a competitive salary range of $120,000 - $180,000 per annum, depending on experience, plus benefits including health insurance, retirement plan, and paid time off.
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