Responsible for high-level relationship management with clients. Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution.
Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the clients business.
Generally has profit and loss responsibilities. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
Working at NTT
Client Services Delivery Director
Job Overview:
The Client Services Contract Director serves as the primary point of contact for one of Dimension Data's largest outsourced clients. In this strategically focused role, you will provide leadership, direction, and guidance to our Managed Services teams to ensure the highest standards of service delivery and the smooth operation of Managed Services engagements. Your responsibilities include high-level relationship management, client satisfaction, risk management, financial management, and collaboration with Client Delivery Managers to meet contract terms and obligations. These services are complex, span multiple global business units, and require efficient coordination and management to ensure seamless client delivery. You will also work closely with Sales teams to identify new business opportunities and monitor key Managed Services KPIs and metrics to manage service performance.
Key Roles and Responsibilities:
- Team Leadership: Lead and coach a team of one or more Service Delivery Specialists.
- Client Satisfaction: Ensure services are delivered according to agreed service definitions, Service Level Agreements, and other contracts to maintain high client satisfaction.
- Vendor Management: Collaborate with Service Delivery Management and Vendor Management teams to evaluate, select, and manage vendors/suppliers.
- Budget Management: Develop and manage an annual operating budget and oversee monthly billing.
- Contract Governance: Consult with Legal Representatives within NTT to address contract escalations.
- Growth Strategy: Review all proposals delivered to the client to ensure alignment with NTT's growth objectives and the client's best interests.
- Pre-sales Support: Contribute to pre-sales processes by providing information, effort estimations, and advice on the most optimal approach to clients.
- Stakeholder Engagement: Collaborate with various stakeholders, including Business Review Board members, Business Units, and Steering Committee, to ensure service delivery against agreed Service Level Agreements.
- Performance Excellence: Drive service delivery excellence, motivate team members, and inspire outstanding performance against Service Level Agreements.
- Contractual Negotiations: Negotiate and resolve contractual issues, including failure to meet obligations.
- Talent Acquisition: Partner with the organization to attract the right talent and ensure team members are fully utilized.
- Risk Management: Identify, communicate, and mitigate risks related to the services.
- Continuous Improvement: Develop and deliver year-on-year continuous improvement plans and efficiencies.
- Leadership: Ability to lead and coach a team.
- Relationship Building: Ability to establish strong relationships with internal stakeholders and external clients.
- Communication: Excellent written and verbal communication skills.
- Collaboration: Strong collaboration skills, particularly with C-level managers.
- Pressure Handling: Ability to work well in a pressurized environment.
- Client-Centric: Strong client centricity.
- Business Acumen: Excellent business acumen and commercial skills.
- Analytical Skills: Highly analytical with proven negotiation skills.
- Initiative: Passionate, strong initiative, self-driven with a commitment to succeed.
- Demonstrable related experience with a Bachelor's or equivalent degree; or moderate level experience and a Master's or equivalent degree; or a Ph.D. or equivalent degree without experience; or equivalent work experience.
- ITIL certification.
- Required Experience:
- Demonstrated client engagement experience at a very senior level.
- Demonstrated experience in a Managed Services and/or Support Services environment.
- Demonstrated years of experience managing and leading service delivery teams and/or related services.
- Demonstrated experience working in high-pressure environments.
What will make you a good fit for the role?
Equal Opportunity Employer
NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
