Client Delivery Management Specialist

6 days ago

East London, Eastern Cape, South Africa NTT Full time

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

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.

What you'll be doing

  • The MS Client Delivery Specialist takes responsibility for the overall management of a client contract. They support the business and protect the company's reputation by taking responsibility for overall Contract management for local, small and low to medium complexity contracts. They are responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts. These clients require service delivery for more than one NTT Business Unit and are often complex by nature and are typical across multiple sites or for multiple NTT service offerings.

    Key Roles and Responsibilities:

    • Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
    • Work closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establish evaluation criteria, evaluate alternative options and assist with the decision to select the most appropriate vendor/supplier
    • Engage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance
    • Develop and manage an annual operating budget and work with the Commercial Team, ensure that monthly and pass-through billing happens
    • Consult the Legal Representatives within NTT and ensure that all contract escalations are addressed with contract governance
    • Review all proposals delivered to the client and ensure that growth objectives within the account are in line with NTT's overall growth objectives and serve the best interest of the client
    • Contribute to pre-sales processes by providing information, determining the effort required to deliver, and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client
    • Collaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level Agreements
    • Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
    • Negotiates and resolves contractual issues, including failure to meet contractual obligations
    • Partner with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized


    Knowledge, Skills, and Attributes:

    • Ability to establish strong relationships with internal stakeholders and external clients
    • Excellent relationship-building skills
    • Strong ability in managing coordinated delivery of service
    • Excellent written and verbal communication skills
    • Strong collaboration skills
    • Ability to work well in a pressurized environment
    • Excellent client centricity
    • Excellent business acumen and commercial skills
    • Highly analytical with proven negotiation skills
    • Passionate, strong initiative, self-driven with a commitment to succeed


    Academic Qualifications and Certifications:

    • Demonstrable related experience with a Bachelor's or equivalent degree; or moderate level experience and a Master's or equivalent degree; or a PhD or equivalent degree without experience; or equivalent work experience
    • ITIL certification


    Required Experience:

    • Demonstrated client engagement experience at a very senior level
    • Demonstrated experience in a Managed Services and/or Support Services environment

    #dimensiondatacareers

  • Additional Job DescriptionAdditional Job Description

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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