Client Delivery Manager

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The Senior Manager, Managed Services Client Delivery is a senior management role, responsible for managing a team of a Managed Services Client Delivery Specialists.

This role supports the business and protects the company's reputation by taking responsibility for overall contract management for local, small and medium complexity client contracts.

This role is responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are highly complex by nature and are typically across multiple sites and/or service offerings.

What you'll be doing

Key Responsibilities:

• Responsible for a range of complex services delivered to a large scale client, as the single interface for all delivery across these services.
• Cultivates and maintains strong relationships with key stakeholders both internally and with the client, serving as the primary point of contact for service-related inquiries, issues, and escalations.
• Serves as the client's advocate within the organisation, ensuring their needs and concerns are addressed promptly and effectively.
• Ownership of the day-to-day delivery of managed services to the client, ensuring operational governance adherence to service-level agreements (SLAs) and quality standards.
• Identifies potential risks to service delivery and work proactively to mitigate them, ensuring minimal disruption to clients.
• Continuously monitors service performance, identifies areas for improvement, and implements strategies to enhance service quality and efficiency.
• Acts as a problem solver, addressing client concerns, resolving issues, and ensuring client satisfaction.
• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts.
• Works closely with cross functional teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier.
• Engages proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performance.
• Allocates resources effectively to meet client demands, including people, technology, and infrastructure.
• Reviews all proposals delivered to the client and ensure that growth objectives within the account are in line with the company's overall growth objectives and serve the best interest of the client.
• Develops and maintains reporting mechanisms to track service delivery KPIs, and provide regular updates to clients and senior management.
• Contributes 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.
• Collaborates and engages with a variety of stakeholders, including the Review Boards and Steering Committees to ensure the delivery of services against the agreed Service Level Agreements.
• Drives 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.
• Partners 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 and Attributes:

• Excellent analytical and problem-solving skills to address client issues and challenges proactively.
• Excellent communication skills, both written and verbal, for interacting with clients, team members, and stakeholders.
• Extended operations management proficiency to plan, execute, and monitor service delivery operations effectively.
• Extended proficiency in project management methodologies to plan, execute, and monitor service delivery projects effectively.
• Extended understanding of the IT services industry, including trends, technologies, and best practices.
• Extended knowledge of managed services, including service level agreements (SLAs), service delivery models, and service management frameworks.
• Extended understanding of client needs, expectations, and industry-specific challenges to tailor services accordingly.
• Extended leadership and management skills to lead a team of professionals and drive results.
• Ability to build and maintain strong client relationships, understand their needs, and ensure client satisfaction.
• Extended budgeting and financial management skills to ensure profitable service delivery.
• Ability to manage relationships with third-party vendors and partners as needed for service delivery.
• Client centric mindset, always putting the client's needs and satisfaction first.
• Willingness and ability to adapt to changing technology, client requirements, and industry trends.
• Ability to develop long-term and short-term plans for service delivery improvement.
• Focus on achieving measurable outcomes and delivering value to clients.
• Collaboration and teamwork are essential, as the role involves working with cross functional teams.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (for example, PMP) is preferred.

Additional Job Description

• Extended demonstrated experience in a managed services and/or support services environment.
• Extended demonstrated experience in managed services - service delivery and client management.
• Extended demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Extended demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
• Extended demonstrated experience in monitoring contract performance.
• Extended demonstrated experience in managing service delivery projects for clients.
• Extended demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
• Extended demonstrated experience in proactive measures to address client concerns and continuously improve service
• quality.
• Extended demonstrated experience in managing and leading a service delivery team and/or related function.

Additional Career Level Description:

Knowledge and application:

• Works on issues where analysis of situations or data requires conceptual thinking and an in-depth knowledge of organizational objectives.
• Sets operational objectives, policies, procedures and work plans.
• Problem solving:
• Problems are not clearly defined and may lack strategic direction which may require judgement and consideration of multiple perspectives to devise concepts and solutions.

Interaction:

• Interacts regularly with senior and/or lower management on matters concerning several functional areas, department, and/or customers.
• Applies knowledge to persuade diverse stakeholders on sensitive complex situations whilst preserving relationships.
• Delegates assignments to subordinates whist senior management reviews achievements of departmental objectives
• achieved. Impact:

Other Information

Job Title Default Restrict to Country Management Level Job Level Job Family Job Category Job Classifications Work Shift Required Public Job Referral Payment Plan

Difficulty to Fill Critical Job

View As Of

• Mistakes will result in critical delay(s) in schedules and/or unit operations and may jeopardize overall business activities.
• Decisions directly impact short term less than one-year results of the team/program/group.
• Accountability:
• Manages activities of two or more disciplines or a department.
• Implements policies and selects methods, techniques, and evaluation criteria for obtaining results.
• Drives the strategy and success of larger projects which contribute to multiple areas of the organization.
• Accountable for department budget which may be broad and have far reaching impact on the business segment.

Workplace type:

Hybrid Working

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. Accelerate your career with us. Apply today

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