Employee IT Experience Lead at NTT Ltd.

Your day at NTT DATA

• The Principal Managed Services Client Delivery Specialist is a highly skilled 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 large complex 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 complex to highly complex by nature and are typically across multiple sites and/or service offerings.
• The Principal Managed Services Client Delivery Specialist involves proactive client communication, project management, technical oversight, and problem-solving.

Key responsibilities:

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts.
• Cultivates and maintains strong client relationships, acting as a trusted advisor to key clients.
• Works closely with relevant cross functional teams to identify methods or purchase and procurement, establish evaluation criteria, evaluate alternative options and assist with the decision to select the most appropriate vendor/supplier.
• Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.
• Develops and manages an annual operating budget and works with commercial team to ensure that monthly and pass-through billing happens.
• Consults with legal team to ensure that all contract escalations are addressed with contract governance.
• Reviews all proposals delivered to the client and ensures that growth objectives within the account are in line with the company's overall growth objectives and serve the best interest of the client.
• Contributes 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 client.
• Collaborates and engages with a variety of stakeholders, including review boards and steering committees to ensure the delivery of services against the agreed Service Level Agreements.
• Drives service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements.
• Negotiates and resolves contractual issues, including failure to meet contractual obligations.
• Partners with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized.
• Drives continuous improvement initiatives to enhance service quality and efficiency.
• Collaborates with clients to understand their IT needs and align service delivery accordingly.
• Identifies and mitigates risks associated with service delivery and client relationships.
• Prepares and delivers regular reports to senior leadership/management, other cross functional business stakeholders, as well as clients on service performance, financials, and strategic initiatives.

To thrive in this role, you need to have:

• Extended proficiency in IT service management (ITSM) frameworks such as ITIL to ensure efficient service delivery and adherence to best practices.
• Extended understanding of relevant industry regulations and compliance requirements, especially in sectors like finance or healthcare.
• Extended understanding of financial management, including budgeting, forecasting, and cost optimization within managed services contracts.
• Excellent client-facing skills to build and maintain strong client relationships, act as a trusted advisor, and resolve client issues effectively.
• Ability to ensure the successful execution of managed services contracts, meeting or exceeding SLAs and KPIs.
• Extended skills in providing mentorship and guidance to foster a high-performance team culture.
• Excellent written and verbal communication skills for interacting with clients, team members, and senior management, as well as presenting complex information clearly.
• Extended analytical and problem-solving abilities to address complex service delivery issues.
• Extended proficiency in identifying and mitigating risks associated with service delivery and client relationships.
• A commitment to delivering outstanding client experiences and the ability to understand and anticipate client needs.
• A willingness to embrace and promote new technologies and practices to enhance service delivery.
• Flexibility to adapt to changing client requirements, industry dynamics, and technological advancements.
• A focus on achieving measurable results and meeting or exceeding client expectations.
• An inclination to work collaboratively with cross-functional teams, including sales, technical experts, and senior management.

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:

• Extended demonstrated experience in a managed services and/or support services environment.
• Extended demonstrated experience in managed services - service delivery and client management.
• Extended demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Extended demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
• Extended demonstrated experience in monitoring contract performance.
• Extended demonstrated experience in managing service delivery projects for clients.
• Extended demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
• Extended demonstrated experience in proactive measures to address client concerns and continuously improve service quality.