Client Success Manager - Hybrid Working

Job Description Make an impact with NTT DATA
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 Managed Services Client Delivery Specialist is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contract to the client.

This role supports the business and protects the company's reputation by taking responsibility for contract management for local, small and low to medium complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.

The Managed Services Client Delivery Specialist involves proactive client communication, project management, technical oversight, and problem-solving. Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
Understands client business needs and objectives to tailor required services accordingly.
Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
Takes proactive measures to address client concerns and continuously improve service quality.
Develops account plans and strategies to enhance client engagement and retention.
Identifies opportunities for upselling or cross-selling additional services.
Manages the implementation of new services, upgrades, and projects for clients.
Coordinates project timelines, resources, and deliverables to ensure successful outcomes.
Ensures that service delivery aligns with contractual agreements and compliance requirements.
Consults with legal team to ensure that all contract escalations are addressed with contract governance.
Monitors and reports on contract performance.
May oversee financial aspects of client accounts, including budgeting and forecasting.
Identifies and mitigates risks associated with service delivery and client relationships.
Provides regular reports on service performance and client satisfaction to internal and external stakeholders.

Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
Seasoned proficiency in project management.
Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
Seasoned familiarity with ITIL or other IT service management frameworks.
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.

Required Experience:
Seasoned demonstrated experience in a managed services and/or support services environment.
Seasoned demonstrated experience in managed services - service delivery and client management.
Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
Seasoned demonstrated experience in monitoring contract performance.
Seasoned demonstrated experience in managing service delivery projects for clients.
Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
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. 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 do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.