Ms Client Delivery Management

6 months ago

Johannesburg, 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 MS Client Delivery Management (L3) is a senior management role, responsible for managing a team of a MS 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 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
- Oversees the day-to-day delivery of managed services to clients, ensuring adherence to service-level agreements (SLAs) and quality standards
- 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
- Cultivates and maintains strong relationships with key clients, serving as the primary point of contact for service-related inquiries, issues, and escalations
- Develops and manages an annual operational budget and work with the Commercial Team, ensure that monthly and pass through billing happens
- Acts as a problem solver, addressing client concerns, resolving issues, and ensuring client satisfaction
- Consults with legal team to ensure that all contract escalations are addressed with contract governance
- Allocates resources effectively to meet client demands, including people, technology, and infrastructure
- Identifies potential risks to service delivery and work proactively to mitigate them, ensuring mínimal disruption to clients
- Reviews 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
- Serves as the client's advocate within the organisation, ensuring their needs and concerns are addressed promptly and effectively
- Continuously monitors service performance, identifies areas for improvement, and implements strategies to enhance service quality and efficiency
- 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 organisation to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilised
- Leads and mentors a team of delivery managers, service coordinators, and support staff to ensure they meet their goals and deliver exceptional client service.

**Knowledge, Skills and Attributes**:

- Works on issues where analysis of situations or data requires conceptual thinking and an in-depth knowledge of organisational objectives
- Sets operational objectives, policies, procedures and work plans
- A deep understanding of the client industry and ability to stay updated on industry trends, regulations, and emerging technologies
- Thorough knowledge of the services NTT provides and the technical aspects involved
- A comprehensive understanding of each client's business, goals, and specific needs
- Understanding budgeting, forecasting, and financial reporting is essential for managing the financial aspects of client delivery effectively.
- Proficiency in project management methodologies and tools to plan, execute, and monitor client projects effectively
- Exceptional interpersonal and communication skills to build strong, lasting relationships with clients, understand their needs, and manage expectation

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