Manager: Client Services

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

Responsible for high-level relationship management with clients. Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution.

Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business.

**Working at NTT**

The Manager: Client Services takes responsibility for the overall management of client delivery managers and also their client contracts. This role manages all aspects of client delivery management and will be required to oversee the client management activities between Client Delivery, Service Transition, Support Services, Technical Services and Managed Services contracts within the local city.

Their primary objective is ensuring client satisfaction, service delivery and contract profitability for their portfolio of clients / contracts. They do this by motivating their team members and inspiring outstanding service delivery performance in accordance with service definitions and service level agreements.

The main responsibility of the role is to plan, co-ordinate and ensure the implementation of operational activities and processes in order to deliver on client services and to continuously enhance service delivery. This role contributes to the definition and management of the Client Service Delivery strategy and execution thereof. They implement the local strategy in line with the regional strategy that considers the business today and implements a strategy to improve, including the structure and implementation of a services model to meet the business needs within local city.

**Key Roles and Responsibilities**:
**Client service delivery**

Influences the strategic direction and takes responsibility for the full range of client delivery functions, including organisational frameworks for client satisfaction, service standards and operational agreements. Adheres to service channels, service levels, standards and the monitoring process for client service delivery or service delivery employees. Provides leadership to deliver the service culture required to deliver on the defined organisational outcomes. Puts the client at the centre of everything we do.

**Relationship Management**

Identifies the communications and relationship needs of stakeholder groups. Translates communications/stakeholder engagement strategies into specific activities and deliverables. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. Provides informed feedback to assess and promote understanding. Facilitates business decision-making processes. Captures and disseminates technical and business information.

**Contract management**

**Business Risk Management**

Investigates and reports on hazards and potential risk events within a specific function or business area.

**Mentor/ Coach/ Advisor**

To enable their team to achieve their objectives, the Manager: Client Services acts as a mentor/coach to the Client Delivery Managers. They do this by customising their approach, planning for their coaching interactions and communicating expectations. They generally act as an advisor, assisting the Client Delivery Management team with ensuring the development and execution of excellent service delivery against negotiated agreements.

**Resourcing**

Contributes to resource plans, including involvement in recruitment interviews. Supports selection, assessment and on-boarding processes, and internal resource allocation. Contributes to transitioning of resources, complying with relevant statutory or external regulations and codes of good practice. Supports staff development, rotation and career development.

**Work Outputs**

**Establish and develop relationships**

Manager: Client Services establishes strong relationships with client stakeholders, service delivery portfolios and go-to-market practices and they have excelle