Managed Services Client Delivery Specialist

NTT DATA is renowned for its technical excellence and leading innovations, making a difference to clients and society. The company embraces diversity and inclusion, providing a place where employees can grow, belong, and thrive.

The Managed Services Client Delivery Specialist is a seasoned subject matter expert responsible for contract management for local, small, and low to medium complexity contracts. The role involves proactive client communication, project management, technical oversight, and problem-solving.

1. Drive Client Satisfaction by ensuring services are delivered in alignment with contractual obligations, service definitions, and SLAs.
2. Serve as the Client’s Operational Anchor, managing inquiries, escalations, and feedback.
3. Translate Business Needs into Service Delivery, identifying opportunities and tailoring solutions.
4. Coordinate Cross-Functional Execution with various teams to resolve incidents and uphold service quality.
5. Ensure Contractual Integrity and Compliance, monitoring performance and managing risks.
6. Enable Account Growth by identifying upsell and cross-sell opportunities.
7. Proactively engage Service Implementation and Delivery Teams for service onboarding and transition.
8. Deliver Strategic Insights, maintaining accurate documentation and reporting on service performance.

1. Passionate about service delivery with strong ability to manage coordinated delivery of service.
2. Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
3. Understanding of managed services, including infrastructure, cloud, security, and support.
4. Proficiency in project management.
5. Excellent communication, negotiation, and problem-solving skills.
6. Excellent client centricity and ability to manage client relationships.
7. Business and financial acumen for budgeting, forecasting, and billing.
8. Familiarity with ITIL or other IT service management frameworks.
9. Ability to work under pressure with exceptional organizational skills.
10. Ability to work collaboratively with cross-functional teams.
11. Understanding of client contract engagements.
12. Bachelor’s degree or equivalent qualification in Information Technology or Business.
13. Relevant ITIL /ITSM certification preferred.
14. Relevant project management certification (e.g., PMP) preferred.
15. Relevant business analysis and reporting certifications and skills.
16. Demonstrated experience in managed services and/or support services environment.
17. Experience in service delivery alignment with contractual agreements and compliance requirements.
18. Experience in monitoring contract performance and managing service delivery projects.
19. Experience in monitoring and assessing client satisfaction regularly.