Head of Client Delivery

Make an impact with NTT DATA
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Your day at NTT DATA

The Head of Client Delivery - Retail and Consumer Packaged Goods (CPG) at NTT DATA is a pivotal role, strategically aligning the company's services with client needs within the retail and CPG sectors to drive business growth and innovation. This role demands a sophisticated blend of strategic vision, technical acumen, and leadership capabilities. By fostering deep client relationships and ensuring seamless service delivery, the Head of Client Delivery - Retail and CPG plays a crucial role in maintaining NTT DATA's market leadership, driving innovation, and achieving long-term strategic objectives. The role includes managing a portfolio of retail and CPG clients, ensuring their specific needs are met through tailored solutions and exceptional service.

What you'll be doing

Key Responsibilities

Client Relationship Management

• Develop and maintain strong, strategic relationships with NTT DATA retail and CPG clients, ensuring alignment with their business objectives.
• Act as the primary liaison, providing unparalleled support, addressing issues, and facilitating seamless communication.
• Provide thought leadership on delivery strategies and transformation opportunities based on industry best practices and specific retail and CPG sector requirements.
• Drive business value for IT services by leveraging a deep understanding of the unique challenges and opportunities within the retail and CPG sectors.

Project Management and Delivery

• Lead the delivery of complex projects, ensuring timely completion within budget and to NTT DATA's high-quality standards.
• Coordinate with internal teams to allocate resources efficiently and achieve project milestones.
• Ensure adherence to local and international regulations and standards, considering the specific governance and compliance requirements of the retail and CPG sectors.

Service Improvement and Innovation

• Drive continuous improvement initiatives across all retail and CPG contracts based on client feedback to enhance service delivery.
• Collaborate with product development and innovation teams to identify and implement new services or enhancements.
• Utilize market analysis and industry-specific key performance indicators to drive strategic transformation within services.

Financial and Contractual Management

• Monitor project financial performance, ensuring alignment with NTT DATA's financial goals.
• Negotiate contracts to secure favorable terms and ensure adherence to service level agreements (SLAs).
• Manage financial aspects of projects with a focus on delivering value and ensuring transparency and accountability.

Team Leadership and Development

• Lead and mentor a high-performing team, fostering a culture of excellence and continuous improvement.
• Ensure the team possesses the skills and resources needed to deliver exceptional service to clients.
• Manage and develop a team of professionals, providing guidance, support, and opportunities for growth.

Risk Management

• Identify potential service delivery risks and implement effective mitigation strategies.
• Ensure compliance with industry regulations and client requirements to protect both NTT DATA and its clients.
• Address specific risks associated with the retail and CPG sectors, including operational, regulatory, and market risks.

Business Outcomes

• Enhanced Customer Satisfaction and Loyalty: Elevating client satisfaction through exceptional service, fostering loyalty, and encouraging repeat business.
• Revenue Growth: Identifying and capitalizing on additional service opportunities to drive revenue growth.
• Operational Efficiency: Streamlining processes for better efficiency, leading to cost savings and improved profitability.
• Market Competitiveness: Ensuring NTT DATA remains a leader in IT solutions through continuous service innovation.
• Risk Mitigation: Implementing proactive strategies to safeguard NTT DATA from delivery challenges and compliance issues.
• Brand Reputation: Strengthening NTT DATA's brand through quality service delivery, attracting new clients, and retaining existing ones.
• Employee Satisfaction and Retention: Creating a positive work environment, retaining talent, and fostering innovation through leadership.
• Strategic Alignment: Aligning service delivery with NTT DATA's strategic goals, supporting long-term objectives and market leadership.

Characteristics

Professional Skills and Competencies

• Project Management Expertise: Mastery in methodologies and tools, efficiently managing multiple projects from start to finish.
• Technical Acumen: Deep understanding of NTT DATA's services and products, facilitating effective communication between technical teams and clients.
• Strategic Thinking: Aligning service delivery with NTT DATA's strategic goals, anticipating industry trends.
• Financial Management: Budgeting and financial analysis skills, ensuring projects contribute to profitability.
• Risk Management: Identifying and mitigating risks to ensure successful service delivery and client satisfaction.
• Strong Communication Skills: Clear and effective communication across all levels of NTT DATA and its client base.

Personal Qualities

• Leadership and Influence: Inspiring teams, fostering a productive work environment, and achieving positive outcomes.
• Adaptability and Flexibility: Adjusting to changing client needs and market conditions with innovative problem-solving.
• Customer-centric Mindset: Commitment to meeting the needs of NTT DATA's clients, ensuring their satisfaction is at the core of every decision.
• Resilience and Problem-solving: Handling challenges and high-pressure situations with calmness and innovative solutions.

Core Competencies

• Negotiation Skills: Skilled in negotiating contracts and resources, achieving beneficial outcomes for both NTT DATA and its clients.
• Analytical Thinking: Making informed decisions to enhance service delivery and client satisfaction through data and trend analysis.
• Team Development: Developing team members' skills and careers, fostering a cohesive and high-performing team.
• Client Relationship Building: Establishing strong relationships, understanding client needs, and acting as a trusted advisor.
• Quality Focus: Maintaining a relentless focus on quality and excellence in service delivery, meeting and exceeding NTT DATA's standards.

Continual Learning and Innovation

• Commitment to Personal Growth: Demonstrates an ongoing commitment to personal and professional development, staying abreast of the latest industry trends and project management methodologies.
• Innovation-Driven: Encourages and fosters an environment where innovative solutions are developed to meet client needs and address emerging market trends, ensuring NTT DATA remains at the forefront of technological advancement.

Collaborative Teamwork

• Interdepartmental Collaboration: Works seamlessly across various departments within NTT DATA, ensuring a cohesive approach to service delivery that leverages the full strength of the company's resources.
• Cultural Sensitivity: Recognizes and respects the diverse backgrounds of team members and clients, promoting an inclusive environment that values different perspectives and approaches.

Ethical and Responsible Leadership

• Integrity and Transparency: Upholds the highest standards of integrity and transparency in all dealings with clients and team members, building trust and ensuring long-term relationships.
• Sustainability and Social Responsibility: Advocates for and implements practices within projects that are environmentally sustainable and socially responsible, aligning with NTT DATA's commitment to making a positive impact on society and the planet.

Academic Qualifications and Certifications

• Bachelor's Degree or Equivalent: A degree in Information Technology, Business, or a related field, or equivalent work experience.
• Specialized Retail and CPG Qualification: Additional qualifications or certifications specific to the Retail and CPG sectors are highly desirable.
• ITIL Certification: Essential for understanding and implementing IT service management best practices.
• Project Management Certification: Preferred certifications such as PMP (Project Management Professional) to ensure robust and effective project delivery.

Required Experience

• Industry-Specific Experience: Experience within the Retail and Consumer Packaged Goods (CPG) sectors is highly advantageous.
• Managed Services and Support Services: Extensive experience in managed services and support services environments.
• Service Delivery and Client Management: Proven track record in managing service delivery and maintaining strong client relationships.
• Successful Delivery of Managed Services: Demonstrated ability to deliver managed services successfully, consistently meeting SLAs and maintaining high-quality standards.
• Service Delivery Alignment: Expertise in aligning service delivery with contractual agreements and compliance requirements.
• Monitoring Contract Performance: Skilled in monitoring, assessing, and ensuring contract performance.
• Service Delivery Projects: Strong experience in managing service delivery projects for diverse clients.
• Client Satisfaction Monitoring: Proficient in regularly monitoring and assessing client satisfaction through structured feedback mechanisms.
• Proactive Client Management: Adept at taking proactive measures to address client concerns and continuously improve service quality.
• Team Management: Significant experience in managing and leading a service delivery team or related functions, fostering a culture of excellence and continuous improvement.

*Location subject to change*

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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