Job Information
NTT America Solutions, Inc. Director, Managed Services Client Delivery in Mumbai, India
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Your day at NTT DATA
The Director, Managed Services Client Delivery is a leadership role, responsible for overseeing the end-to-end delivery of managed services contracts to strategic clients, ensuring client satisfaction, and managing a team of Managed Services Client Delivery Specialists. This role develops and maintains strong relationships with strategic clients, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded. This role is responsible for ensuring client satisfaction, service delivery, and contract profitability for strategic client contracts.
What you'll be doing
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 contracts
Develops and executes a strategic vision for the managed services client delivery management function that aligns with the organisation's overall goals and objectives
Fosters and maintains strong relationships with key strategic clients, ensuring their needs are met, and expectations are exceeded
Implements best practices, standards, and processes to ensure the consistent delivery of high-quality managed services to clients
Defines, monitors, and reports on key performance indicators (KPIs) to measure and improve service delivery efficiency and effectiveness
Allocates resources effectively, including people, technology, and infrastructure, to meet client demands efficiently
Identifies and mitigates potential risks to client service delivery and proactively address issues as they arise
Manages the budget for the managed services client delivery function, ensuring cost-effectiveness and profitability
Collaborates with the technology team to integrate the latest tools and solutions that enhance service delivery capabilities
Serves as the voice of the client within the organisation, advocating for their needs and ensuring client-centric decision-making
Work closely with the Service Delivery Management and Vendor Management 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/supplier
Engage proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performance
Develop and manage an annual operational budget and work with the Commercial Team, ensure that monthly and pass through billing happens
Consult the Legal Representatives within NTT and ensure that all contract escalations are addressed with contract governance
Review 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 client
Contribute 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
Collaborate and engage with a variety of stakeholders, including the Business Review Boards and Steering Committees to ensure the delivery of services against the agreed Service Level Agreements
Drive 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
Partner 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 utilised
Knowledge, Skills and Attributes:
Uses extensive knowledge across functional areas to direct the application of existing policies and principles and guide the development of new policies and ideas across the function
Leads, integrates and directs work applying substantial practical expertise across function disciplines
Solutions are devised based on limited information and issues that are occasionally complex and fundamental principles and data may be in conflict
New concepts and solutions consider multiple perspectives and future implications
A deep understanding of the IT services industry, including trends, technologies, and best practices
In-depth knowledge of managed services, including service level agreements (SLAs), service delivery models, and service management frameworks
Understanding of client needs, expectations, and industry-specific challenges to tailor services accordingly
Strong leadership and management skills to lead a team of professionals and drive results
Excellent communication skills, both written and verbal, for interacting with clients, team members, and stakeholders
Ability to build and maintain strong client relationships, understand their needs, and ensure client satisfaction
Proficiency in project management methodologies to plan, execute, and monitor service delivery projects effectively
Strong analytical and problem-solving skills to address client issues and challenges proactively
Budgeting and financial management skills to ensure profitable service delivery
Ability to manage relationships with third-party vendors and partners as needed for service delivery
Client centric mindset, always putting the client's needs and satisfaction first
Willingness and ability to adapt to changing technology, client requirements, and industry trends
Capacity to think strategically and develop long-term plans for service delivery improvement
Focus on achieving measurable outcomes and delivering value to clients
Collaboration and teamwork are essential, as the role involves working with cross functional teams
Academic Qualifications and Certifications:
Bachelor's degree or equivalent qualification in Information Technology or Business or related (or equivalent work experience)
ITIL certification
Project management certification (e.g., PMP) is preferred
Required Experience:
Significant demonstrated experience in a managed services and/or support services environment
Significant demonstrated experience in managed services - service delivery and client management
Significant demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
Significant demonstrated experience in service delivery alignment with contractual agreements and compliance requirements
Significant demonstrated experience in monitoring contract performance
Significant demonstrated experience in managing service delivery projects for clients
Significant demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms
Significant demonstrated experience in proactive measures to address client concerns and continuously improve service quality
Significant demonstrated experience in managing and leading a service delivery team and/or related function
Workplace type :
On-site 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.