Client Delivery Manager

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The Senior Team Lead, Managed Services Client Delivery is primarily responsible for managing a team of Managed Services Client Delivery Specialists. This role supports the business and protect the companys reputation by taking responsibility for overall contract management for local, small and low complexity client contracts. This role is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts. These clients require service delivery that are complex by nature and are typically across multiple sites and/or service offerings.

Working at NTT

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
• Oversees the day-to-day delivery of managed services to clients, ensuring adherence to service-level agreements (SLAs) and quality standards
• Works closely with cross functional 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
• Engages proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performance
• Cultivates and maintains strong relationships with key clients, serving as the primary point of contact for service-related inquiries, issues, and escalations
• Develops and manages an annual operational budget and work with the Commercial Team, ensure that monthly and pass through billing happens
• Acts as a problem solver, addressing client concerns, resolving issues, and ensuring client satisfaction
• Consults with legal team to ensure that all contract escalations are addressed with contract governance
• Allocates resources effectively to meet client demands, including people, technology, and infrastructure
• Identifies potential risks to service delivery and work proactively to mitigate them, ensuring minimal disruption to clients
• Reviews all proposals delivered to the client and ensure that growth objectives within the account are in line with NTTs overall growth objectives and serve the best interest of the client
• Serves as the client's advocate within the organisation, ensuring their needs and concerns are addressed promptly and effectively
• Continuously monitors service performance, identifies areas for improvement, and implements strategies to enhance service quality and efficiency
• Develops and maintains reporting mechanisms to track service delivery KPIs, and provide regular updates to clients and senior management
• 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 the 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 organisation to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilised
• Leads and mentors a team of delivery managers, service coordinators, and support staff to ensure they meet their goals and deliver exceptional client service.

Knowledge, Skills and Attributes:

• Applies professional knowledge and provides direction to employees according to established policies and management guidance
• A deep understanding of the client industry and ability to stay updated on industry trends, regulations, and emerging technologies
• Thorough knowledge of the services NTT provides and the technical aspects involved
• A comprehensive understanding of each client's business, goals, and specific needs
• Understanding budgeting, forecasting, and financial reporting is essential for managing the financial aspects of client delivery effectively.
• Proficiency in project management methodologies and tools to plan, execute, and monitor client projects effectively
• Exceptional interpersonal and communication skills to build strong, lasting relationships with clients, understand their needs, and manage expectations
• Strong skills to manage and motivate team members, set clear objectives, and provide guidance and support
• Ability to analyse complex problems, identify root causes, and implement effective solutions efficiently
• Skills to handle conflicts and disputes, both within team and within clients, in a diplomatic and constructive manner.
• Ability to negotiation contracts, service-level agreements (SLAs), and other terms with clients or third-party vendors
• Analytical skills to interpret data and make data-driven decisions to improve service delivery and meet client goals
• Focus on understanding and meeting clients' needs and expectations
• Proactive mindset to tackle challenges and find innovative solutions
• Excellent communication skills, both written and verbal, to convey complex ideas and information effectively
• Confidence in making informed decisions, even under pressure
• Exceptional organisational skills to manage multiple clients and projects simultaneously
• Willingness to stay updated with industry trends and emerging technologies
• Focus on achieving measurable results for clients and for NTT Ltd
• Capacity to adapt to changing circumstances and embrace new challenges.

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:

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

Skills Summary

Account Management, Client Advocacy, Client Relationship Management, Contract Performance Management, Financial Acumen, People Management, Service Delivery Management, Service Improvement

Workplace type:

Hybrid Working

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