Gbs Service Delivery Executive

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

Responsible for high-level relationship management with clients. Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business. Generally has profit and loss responsibilities. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. This role is focused on the relationship between the customer and solution provider during a project of a fixed duration.

**Working at NTT**

Client Service Management is responsible for the performance of service delivery for all corporate IT services provided to NTT Limited regions and service divisions. The role contributes to, and executes on strategic direction, leading a team of service delivery experts who provide a partnership approach in managing the delivery of IT services to the business.

The role works closely with relevant leadership teams to ensure the monitoring of operational performance and ensure business value is provided as part of Corporate IT services. As well as maintaining relationships within the Regional and Service Division to ensure services are delivered in line with partnership agreements.

**This position will be required to**:

- Overall accountable for the performance of all operational delivery of centralized IT
- Assist transformation teams in centralization of services by engaging the correct stakeholders within divisions, TIS, EICS and Group I&T and coordinate the engagement if required. Ensure the transformation is in line with the agreed Scope of Work
- Works closely with the regional or service provider CIOs, EICS, Cloud Services team and delivery providers to ensure the service aggregation is in line with the partnership agreement
- Maintains a holistic position to ensure full objectivity and impartiality, maintaining the client’s strategic direction for Corporate IT i.e., Become a trusted advisor for the division
- Accountable for management escalations and work with relevant stakeholders through to a resolution
- Manage the contractual obligation the collective IT Hub team (TIS, EICS and Group I&T) need to deliver to the division e.g. vulnerability management, service reporting, escalations management, etc.
- Accountable for the client SLAs and govern the partnership agreements
- Governance of divisional risk register
- Ensure a culture of service management excellence is developed and maintained
- Drive continual service improvement and optimisation
- Acts as a communication point during security major incidents and critical escalation to business stakeholders
- Work with the SVP for GBS Operations and Outsourcing to develop the divisional strategy roadmap and the implementation thereof
- Identify and implement initiatives to save costs within division and globally
- Governance of the Continuous Improvement Register

**Knowledge, Skills and Attributes**:

- Have a deep level of knowledge across Group delivered IT Services
- Excellent business awareness and solid analytical skills
- Ability to multi-task and prioritize with great attention to detail
- Proficient in driving outcomes via influence management
- Excellent communication and documentation skills
- A good understanding of the vast range of IT operations and NTT service offerings
- Knowledge and understanding of IT industry environment and business needs
- Strong relationship management and demonstrated collaborative skills in working with internal and external business leaders and stakeholders.
- Excellent business awareness and solid analytical skills.
- Sound financial management skills.
- Commercial acumen preferrable.
- Strong communication skills (verbal and written) coupled with good questioning skills
- Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations
- Exceptional problem-solving skills
- Ability to understand new iss