Senior Manager, Managed Services Client Delivery Expert

4 weeks ago

Hyderabad, Telangana, India NTT Full time
Make a Difference with NTT DATA

At NTT DATA, we're pushing the boundaries of what's possible. Our technical excellence and leading innovations make a real impact on our clients and society. Our workplace is a place where you can grow, belong, and thrive.

Your Day at NTT DATA

The Senior Manager, Managed Services Client Delivery is a senior management role 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 ensures client satisfaction, service delivery, and contract profitability for assigned client contracts. These clients require service delivery that's highly complex by nature and are typically across multiple sites and/or service offerings.

What You'll Be Doing

This role involves:
  • Ensuring client satisfaction by delivering services according to agreed service definitions and Service Level Agreements.
  • Overseeing the day-to-day delivery of managed services to clients, ensuring adherence to service-level agreements (SLAs) and quality standards.
  • Working 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.
  • Engaging proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.
  • Cultivating and maintaining strong relationships with key clients, serving as the primary point of contact for service-related inquiries, issues, and escalations.
  • Acting as a problem solver, addressing client concerns, resolving issues, and ensuring client satisfaction.
  • Allocating resources effectively to meet client demands, including people, technology, and infrastructure.
  • Identifying potential risks to service delivery and working proactively to mitigate them, ensuring minimal disruption to clients.
  • Reviewing all proposals delivered to the client and ensuring that growth objectives within the account are in line with the company's overall growth objectives and serve the best interest of the client.
  • Serving as the client's advocate within the organization, ensuring their needs and concerns are addressed promptly and effectively.
  • Continuously monitoring service performance, identifying areas for improvement, and implementing strategies to enhance service quality and efficiency.
  • Developing and maintaining reporting mechanisms to track service delivery KPIs and providing regular updates to clients and senior management.
  • Contributing 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.
  • Collaborating and engaging with various stakeholders, including Review Boards and Steering Committees, to ensure the delivery of services against agreed Service Level Agreements.
  • Driving service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements.
  • Negotiating and resolving contractual issues, including failure to meet contractual obligations.
  • Partnering 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.
  • Leading and mentoring a team of delivery managers, service coordinators, and support staff to ensure they meet their goals and deliver exceptional client service.

Knowledge and Attributes

This role requires:
  • Extended understanding of the IT services industry, including trends, technologies, and best practices.
  • Extended knowledge of managed services, including service level agreements (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

This role requires:
  • 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

This role requires:
  • 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.

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