JOB DESCRIPTION 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 NTTKey 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 feedbackUnderstands client business needs and objectives to tailor required services accordinglyEnsures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standardsCollaborates with technical teams to resolve client issues and incidents promptlyMonitors and assesses client satisfaction regularly through feedback mechanismsTakes proactive measures to address client concerns and continuously improve service qualityDevelops account plans and strategies to enhance client engagement and retentionIdentifies opportunities for upselling or cross-selling additional servicesManages the implementation of new services, upgrades, and projects for clientsCoordinates project timelines, resources, and deliverables to ensure successful outcomesEnsures that service delivery aligns with contractual agreements and compliance requirementsConsults with legal team to ensure that all contract escalations are addressed with contract governanceMonitors and reports on contract performanceMay oversee financial aspects of client accounts, including budgeting and forecastingMay manage billing and invoicing processesCollaborates with technical teams to ensure that client environments are stable, secure, and up-to-dateStays informed about industry trends and emerging technologies to provide informed recommendations to clientsIdentifies and mitigates risks associated with service delivery and client relationshipsDevelops contingency plans for potential disruptionsMaintains accurate records, client documentation, and incident reportsProvides regular reports on service performance and client satisfaction to internal and external stakeholdersKnowledge, Skills and Attributes:Seasoned, experienced professional; has complete knowledge and understanding of area of specialisationUses evaluation, judgment, and interpretation to select right course of actionPassionate about service delivery with a strong ability to manage a coordinated delivery of serviceHighly analytical mindset, strong initiative, self-driven with a commitment to succeedStrong understanding of managed services, including infrastructure, cloud, security, and supportStrong proficiency in project managementExcellent communication, negotiation, and problem-solving skillsExcellent client centricity, proven ability to manage client relationships and drive client satisfactionBusiness acumen, as well as financial acumen for budgeting, forecasting, and billingFamiliarity with ITIL or other IT service management frameworks.Ability to work under pressure and has exceptional organisational skills and attention to detailAbility to work collaboratively with cross-functional teamsAdaptability and a customer-focused mindsetAcademic Qualifications and Certifications:Bachelor's degree or equivalent qualification in Information Technology or Business or related (or equivalent work experience)ITIL certificationProject management certification (e.g., PMP) is preferredRequired Experience:Seasoned demonstrated experience in a managed services and/or support services environmentSeasoned demonstrated experience in managed services - service delivery and client managementSeasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standardsSeasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirementsSeasoned demonstrated experience in monitoring contract performanceSeasoned demonstrated experience in managing service delivery projects for clientsSeasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanismsSeasoned demonstrated experience in proactive measures to address client concerns and continuously improve service qualitySkills SummaryAccount Management, Contract Performance Management, Customer Centric Solutions, Financial Acumen, Project Management, Service Delivery, Service Level Agreement (SLA)Workplace type: Hybrid WorkingEqual Opportunity EmployerNTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected categoryJoin our growing global team and accelerate your career with us.Apply today.A career at NTT means:Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good.With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing.Where diversity and different perspectives are embraced to ensure equal opportunities for all.Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.
