Support Service Delivery Co-ordinator

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.

**Your day at NTT DATA**

This role supports the business and protects the company’s reputation by taking responsibility for contract management for local, small and low to medium complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.

The Senior Associate Managed Services Client Delivery Specialist takes guidance from a more experienced member within the team and involves proactive client communication, project management, technical oversight, and problem-solving.

**What you'll be doing**

**Key Responsibilities**:

- Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
- Acts as the primary point of contact for client inquiries, escalations, and feedback.
- Understands client business needs and objectives to tailor required services accordingly.
- Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
- Collaborates with technical teams to resolve client issues and incidents promptly.
- Monitors and assesses client satisfaction regularly through feedback mechanisms.
- Takes proactive measures to address client concerns and continuously improve service quality.
- Develops account plans and strategies to enhance client engagement and retention.
- Identifies opportunities for upselling or cross-selling additional services.
- Manages the implementation of new services, upgrades, and projects for clients.
- Coordinates project timelines, resources, and deliverables to ensure successful outcomes.
- Ensures that service delivery aligns with contractual agreements and compliance requirements.
- Consults with legal team to ensure that all contract escalations are addressed with contract governance.
- Monitors and reports on contract performance.
- May oversee financial aspects of client accounts, including budgeting and forecasting.
- May manage billing and invoicing processes.
- Collaborates with technical teams to ensure that client environments are stable, secure, and up to date.
- Stays informed about industry trends and emerging technologies to provide informed recommendations to clients.
- Identifies and mitigates risks associated with service delivery and client relationships.
- Develops contingency plans for potential disruptions.
- Maintains accurate records, client documentation, and incident reports.
- Provides regular reports on service performance and client satisfaction to internal and external stakeholders.

**Knowledge and Attributes**:

- Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
- Displays analytical mindset, strong initiative, self-driven with a commitment to succeed.
- Understanding of managed services, including infrastructure, cloud, security, and support.
- Seasoned proficiency in project management.
- Good communication, negotiation, and problem-solving skills.
- Good client centricity, proven ability to manage client relationships and drive client satisfaction.
- Relevant business acumen, as well as financial acumen for budgeting, forecasting, and billing.
- Familiarity with ITIL or other IT service management frameworks.
- Ability to work under pressure and has exceptional organizational skills and attention to detail
- Ability to work collaboratively with cross-functional teams.
- Adaptability and a customer-focused mindset.

**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**:

- Moderate level of demonstrated experience in a managed services and/or support services environment.
- Moderate level of demonstrated experience in managed services - service delivery and client management.
- Moderate level of demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
- Moderate level of demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
- Moderate level of demonstrated experience in monitoring contract performance.
- Moderate level of demonstrated experie