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MS Client Delivery Management
4 weeks ago
Job Description
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?
The MS Client Delivery Management (L2) is primarily responsible for managing client contracts. This role supports the business and protect the company’s reputation by taking responsibility for overall contract management for local, small and low 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 complex by nature and are typically across multiple sites and/or service offerings.Working at NTT
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 contractsOversees the day-to-day delivery of managed services to clients, ensuring adherence to service-level agreements (SLAs) and quality standardsWorks 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/supplierEngages proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performanceCultivates and maintains strong relationships with key clients, serving as the primary point of contact for service-related inquiries, issues, and escalationsDevelops and manages an annual operational budget and work with the Commercial Team, ensure that monthly and pass through billing happensActs as a problem solver, addressing client concerns, resolving issues, and ensuring client satisfactionConsults with legal team to ensure that all contract escalations are addressed with contract governanceAllocates resources effectively to meet client demands, including people, technology, and infrastructureIdentifies potential risks to service delivery and work proactively to mitigate them, ensuring minimal disruption to clientsReviews 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 clientServes as the client's advocate within the organisation, ensuring their needs and concerns are addressed promptly and effectivelyContinuously monitors service performance, identifies areas for improvement, and implements strategies to enhance service quality and efficiencyDevelops and maintains reporting mechanisms to track service delivery KPIs, and provide regular updates to clients and senior managementContributes 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 clientCollaborates 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 AgreementsDrives service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level AgreementsNegotiates and resolves contractual issues, including failure to meet contractual obligationsPartners 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 utilisedLeads 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:
Academic Qualifications and Certifications:
Required Experience:
Solid demonstrated experience in a managed services and/or support services environmentSolid demonstrated experience in managed services - service delivery and client managementSolid demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standardsSolid demonstrated experience in service delivery alignment with contractual agreements and compliance requirementsSolid demonstrated experience in monitoring contract performanceSolid demonstrated experience in managing service delivery projects for clientsSeasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanismsSolid demonstrated experience in proactive measures to address client concerns and continuously improve service qualitySolid demonstrated experience in managing and leading a service delivery team and/or related functionSkills Summary
Account Management, Client Advocacy, Client Relationship Management, Contract Performance Management, Financial Acumen, People Management, Service Delivery Management, Service ImprovementWorkplace type:
Hybrid WorkingEqual Opportunity Employer
NTT 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, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.
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