Job Description

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?

Responsible for high-level relationship management and acts as 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. Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business.

Working at NTT

The Client Delivery Manager takes responsibility for the overall management of Managed Services client contract. They support the business and protect the company’s reputation by taking responsibility for overall Contract management for local, small and low to medium complexity contracts. They are responsible for ensuring client satisfaction, well timed service delivery and contract profitability for their assigned client contracts .These clients require service delivery for more than one NTT Business Units and are often complex by nature and are typically across multiple sites or for multiple NTT service offerings.

Key Roles and Responsibilities:

• Implements stakeholder engagement/communications plan.
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and dissemination of relevant information.
• Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
• Helps develop and enhance customer and stakeholder relationships
• Responsible for day-to-day management, resource planning and work assignment for team member to meet agreed service levels. Specifies, agrees and applies standards.
• Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self service, automation) is carried out, metrics and reports are analyzed, and issues are resolved.
• Drafts and maintains policy, standards and procedures for the customer service or service desk functions.
• Ensures that the catalogue of request able and supported services is complete and current.
• Negotiates and resolves contractual issues, including failure to meet contractual obligations.
• Promotes change control processes and leads variation negotiations when necessary.
• Champions continuous improvement programs, jointly developing strategies and incentives to enhance performance.
• Undertakes comprehensive financial evaluations. Ensures non-discriminatory behavior and legal compliance.
• Ensures that lessons learned from reviews are documented and promoted with all stakeholders.
• Develops broad industry/ category credentials as ‘best practice’ champion.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
• Oversees and measures the fulfillment of contractual obligations.
• Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Develops strategies to address under-performance and compliance failures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programs/projects.
• Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.
• Engages proactively and collaboratively with suppliers/Vendors/Principal's to resolve incidents, problems, or unsatisfactory performance. Implements supplier management-related service improvement initiatives and programs.
• Validates that suppliers' performance is in accordance with contract terms
• Implements resource plans, including conducting recruitment interviews. Facilitates selection, assessment and on-boarding processes, and internal resource allocation. Contributes to transitioning of resources, complying with relevant statutory or external regulations and codes of good practice
• To develop and manage an annual operational budget and working with the Commercial (Sales and Service Architect) team, ensure that monthly and pass through billing happens.
• To perform an annual total cost of ownership study on contracts and provide feedback to the client
• Responsible for working with the commercial team to determine and effect the annual CPI increase applicable to the contract
• Knowledge of the client environment enables them to 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.
• To collaborate with Account Managers to ensure that opportunities are captured.
• To participate in the analysis of contract renewals with existing clients and assist with ensuring the quality of contract data for new and existing clients
• 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 Board members, the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level Agreements
• Partner 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

Knowledge, Skills, and Attributes:

• Good communication skill with deep exposure in slide creation and leading presentation/ meeting session
• Demonstrated client engagement experience with the ability to interact with a variety of stakeholders, including senior level
• Fluent in English (Written and Verbal)
• Strong collaboration and communications skills
• Ability to work well in a pressurized environment
• Excellent client centricity
• Excellent business acumen and commercial skills
• Highly analytical with proven negotiation skills

Academic Qualifications and Certifications:

• Bachelor Degree (IT, Telecommunication, Electronics or related engineering)
• ITIL, Cobit, Agile and related certification is an advantage

Required Experience:

• Demonstrated client engagement experience at a very senior level
• Minimum 5 years experience in Manage Service delivery operation or combine with technical experience/project management
• Experience in managed services and/or support services environment requiring commercial and business acumen

What will make you a good fit for the role?

Standard career level descriptor for job level:

• Develops professional experience
• Applies policy and procedures to solve variety of issues
• Problems are moderate in nature
• Build productive internal and external working relationships
• Receives general instructions on routine work
• Receives detailed instructions on new work

Join our growing global team and accelerate your career with us. Apply today.

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.