Service Delivery Manager

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?**

The role of Managed Services Client Delivery Specialist is a seasoned role, responsible for overseeing the end-to-end delivery of managed services contract to the client. 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. This role 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.

This role involves proactive client communication, project management, technical oversight, and problem-solving.

**Working at NTT**

**Key Roles and 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, Skills and Attributes**:

- Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
- Uses evaluation, judgment, and interpretation to select right course of action
- Passionate about service delivery with a strong ability to manage a coordinated delivery of service
- Highly analytical mindset, strong initiative, self-driven with a commitment to succeed
- Strong understanding of managed services, including infrastructure, cloud, security, and support
- Strong proficiency in project management
- Excellent communication, negotiation, and problem-solving skills
- Excellent client centricity, proven ability to manage client relationships and drive client satisfaction
- 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 organisational 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 (or equivalent work experience)
- ITIL certification
- Project management certification (e.g., PMP) is preferred

**Required Experience**:

- Seasoned demonstrated experience in a managed services and/or support service