IT Client Service Manager

Regional Service Manager

Make an impact with NTT DATA
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Your day at NTT DATA
The Manager, IT Client Service is a management role, responsible for the performance of service delivery for all corporate IT services provided to regions and service divisions.

This 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.

This 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.

The Manager, IT Client Service maintains relationships within the regions and service divisions to ensure services are delivered in line with partnership agreements and to continually drive improvement and adoption of standardized processes and tools.

This role fosters a collaborative an innovative culture across their team focused on operational excellence.

Key responsibilities:

• Leads and manages a team of Service Delivery experts to manage the delivery governance and continual service improvement of Corporate IT into regions and service divisions.
• Maintains a holistic position across regions and service divisions to ensure full objectivity and impartiality whilst maintaining the Digital Office strategic direction for Corporate IT.
• Ensures that the standard governance model is implemented and adhered to across regions and service divisions.
• Develops standardized frameworks, methodologies, tools, systems and reporting across regions and service divisions that is required to ensure successful governance the performance of Corporate IT Service Delivery.
• Develops and maintains digital real time reporting capabilities to ensure deep analytical and insights on operations to drive improvements.
• Works closely with delivery Operations and Service Management teams to ensure operational reports are delivered and analyzed to provide feedback on trends, exceptions and insights
• Drives optimization and lowers the cost of services through Digitalization, optimization, and centralization to meet the cost saving targets.
• Drives and assists regions and service divisions to simplify, consolidate, modernize, and/or retire regional tier 2/3 platforms in line with Digital Blueprint.
• Ensures information and communication is effectively flowing into regions, service divisions and end users from our parts of the Digital Office.
• Establishes excellent working relationships with internal business stakeholders

To thrive in this role, you need to have:

• Advanced understanding of business strategy and the ability to align service delivery efforts with organizational goals is vital.
• Advanced proficiency in using data and analytics to make informed decisions, track the performance of service delivery, and identify areas for improvement.
• Proven ability to collaborate and build relationships with executives, department heads, and other stakeholders to gain buy-in and support for service delivery transformation efforts.
• Advanced knowledge and understanding of IT industry environment and business needs.
• Advanced business awareness and solid analytical skills.
• Advanced financial management and commercial skills.
• Excellent communication skills (verbal and written) coupled with excellent questioning skills.
• Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations.
• Good problem-solving skills and ability to understand new issues quickly and make wise decisions.
• Excellent client relationship building and engagement skills.
• Ability to persuade, negotiate and influence key stakeholders.
• Excellent project management skills.

Academic qualifications and certifications:

• Relevant bachelor's degree or equivalent in Information Technology or a related field.
• ITIL Foundation V4 or higher preferred.
• SIAM – Service Integration and Management Foundation would be advantageous.
• Project Management certification would be advantageous.

Required experience:

• Advanced demonstrated experience in a similar role preferably gained within a global IT services organization.
• Advanced demonstrated experience in IT service delivery management for large multinational.
• Advanced demonstrated experience leading and managing a team of service delivery specialists.
• Advanced demonstrated continuous service improvement experience.
• Advanced demonstrated client satisfaction experience is essential.

Workplace type:

Hybrid Working

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 organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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Experience LevelMid Level

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