Service Delivery Specialist

2 months ago

Johannesburg, South Africa NTT Full time
JOB DESCRIPTION

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 Service Delivery Specialist is accountable for Service Management. This SDS will focus on ISP service and must have working knowledge of the typical ISP services or technical background.

The Service Delivery Specialist takes responsibility for the delivery of services to one or more of NTT Data’s clients. The services can include services from various NTT Data Go-to-Markets (Service Divisions) or focused on the offerings from a specific Go to Market.

Working closely with the Manager, Client Services the SDS is responsible for execution on the strategic, tactical, and continuous improvement initiatives to achieve the objectives and key performance commitments, for Client Services.

What you'll be doing

Key Focus Areas:

Ensure client satisfaction .  

The SDS is to establish good client relationships and drive productive engagements with clients. Furthermore, the SDS is responsible for client satisfaction by ensuring that services are delivered according to agreed client expectations, Service Level Agreements (SLA) and contractual obligations. These obligations may reflect operational, commercial, and legal obligations. They take accountability for management of escalations and lead service improvements to resolution that is satisfactory for the client and NTT Data management. 

Facilitate the delivery of service.

The SDS established a way of work, required to effectively oversee the service for their clients and areas of responsibility through effective understanding and engagement with the internal organization; Delivery teams, GTM (Sales, Pre-Sales, Solution Architects), NTT Data management structures.

In collaboration with the appropriate delivery organization identify and implement remedial activities to meet the quality requirements. The SDS is to take the initiative to engage with the delivery organization, at times vendors, pre-sales and solution architects in order to craft solutions and delivery to better align to client business requirements, leveraging knowledge gained, from the day-to-day management of the client service. 

Develop and maintain service excellence.  

The Service Delivery Specialist is accountable for ensuring that a culture of service excellence is developed and maintained by the delivery team and the Service Delivery Specialist. They achieve this by demonstrating strong leadership qualities that support a strategic development approach to client engagement and operational delivery. They have a deep understanding of the client’s business needs and technology strategy and the associated NTT Data delivery model. 

Identify and manage risks.  

The SDS ensure the identification of risks to delivery and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or delivery impact to the client. These individuals advise on and contribute to the implementation of delivery model improvements focused on optimizations that will be valuable to the client and NTT Data. They have an intimate business relationship with the client and are in tune with what is happening in the client’s environment operationally and at the client satisfaction level and provide management, sales, and delivery teams with visibility of any priorities and risks. 

Assist the Sales organization .   

They use the close relationship with the client and assist the Sales organization to identify opportunities to up sell services and to track other opportunities that may emerge. Their proximity to the client’s environment enables them to contribute to pre-sales processes by providing insight into the client’s organization, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client. They clearly understand and contribute to the Account Plan and look for and identify opportunities for growth within the assigned portfolio and work closely with the pre-sales and sales team to maximize opportunities. They contribute to raising the awareness of the competitive landscape for assigned portfolios and in collaboration with the sales teams the assist with the development of strategies to ensure account retention. 

Build effective working relationships with internal stakeholders.  

These individuals can build effective working relationships with senior internal stakeholders involved in the account or portfolio of accounts. They advise on service improvement plans to resolve delivery challenges affecting assigned portfolios. They prepare for and chair the service review meetings, including the distribution of performance reports, meeting minutes and action registers. They instigate improvements within the service improvement plan and work closely with the relevant vendors to ensure the implementation of the actions agreed, monitoring service performance. They work closely with the Vendor management team to ensure that operational agreements with vendors are reviewed and established in line with client operational and SLA requirements. They ensure the accuracy and maintenance of client facing operating procedure manuals and ensure that these procedures deliver seamless service performance throughout all service delivery teams. 

Behavioral skills  

As a good corporate citizen, the Service Delivery Specialist is required to communicate with competence, operate well in a team environment and display attention to detail. They have natural or well-developed leadership skills and have systems thinking ability. Service Delivery Specialist set an example to the delivery team in terms of client focus and service orientation, and they are expected to be an ambassador for client satisfaction. These individuals continuously identify mechanisms for improved service delivery and manage adoption of improvements within teams. 

Requirements:

Business Relationship Management. Basic Contract, Financial and Project Management. Human Resource Management. Proven track record as a Service Delivery Specialist / Specialist. Very good knowledge and understanding of an ISP business and service offerings. Working knowledge of ITSM systems, MS Office and collaboration toolsets and Power BI. Presentation Skills.

Qualifications:

Higher Education Diploma or equivalent. At least 1 years’ experience in Service Management. ITIL or SIAM Certification will be advantages

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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