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Senior Manager, Managed Services Client Delivery Specialist

2 months ago

Cape Town, Western Cape, South Africa NTT Full time
About the Role

We are seeking a highly skilled Senior Manager, Managed Services Client Delivery Specialist to join our team. As a key member of our delivery team, you will be responsible for managing a team of Managed Services Client Delivery Specialists and ensuring the successful delivery of complex services to our clients.

Key Responsibilities
  • Manage a team of Managed Services Client Delivery Specialists to deliver high-quality services to clients.
  • Develop and maintain strong relationships with key stakeholders, including clients, team members, and stakeholders.
  • Ensure operational governance adherence to service-level agreements (SLAs) and quality standards.
  • Identify potential risks to service delivery and work proactively to mitigate them.
  • Continuously monitor service performance and implement strategies to enhance service quality and efficiency.
  • Act 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.
  • Work 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.
  • Engage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.
  • Allocate 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.
Requirements
  • 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.
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.

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, color, 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.