Managed Services Client Delivery Specialist

Managed Services Client Delivery Specialist

Your day at NTT DATA

The Managed Services Client Delivery Specialist is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contracts to the client. This role supports the business and protects the company’s reputation by taking responsibility for contract management for local, small, and low to medium complexity contracts. The specialist works closely with cross-functional teams to ensure client expectations are met and exceeded, taking responsibility for service delivery and contract profitability for their assigned client contracts. These clients require service delivery that is often complex by nature and is typically across multiple sites and/or service offerings.

This role involves proactive client communication, project management, technical oversight, and problem-solving.

What you'll be doing

Key Responsibilities:

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
• Acts as the primary point of contact for client inquiries, escalations, and feedback.
• Understands client business needs and objectives to tailor required services accordingly.
• Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Collaborates with technical teams to resolve client issues and incidents promptly.
• Monitors and assesses client satisfaction regularly through feedback mechanisms.
• Takes proactive measures to address client concerns and continuously improve service quality.
• Develops account plans and strategies to enhance client engagement and retention.
• Identifies opportunities for upselling or cross-selling additional services.
• Manages the implementation of new services, upgrades, and projects for clients.
• Coordinates project timelines, resources, and deliverables to ensure successful outcomes.
• Ensures that service delivery aligns with contractual agreements and compliance requirements.
• Consults with the legal team to ensure that all contract escalations are addressed with contract governance.
• Monitors and reports on contract performance.
• May oversee financial aspects of client accounts, including budgeting and forecasting.
• May manage billing and invoicing processes.
• Collaborates with technical teams to ensure that client environments are stable, secure, and up to date.
• Stays informed about industry trends and emerging technologies to provide informed recommendations to clients.
• Identifies and mitigates risks associated with service delivery and client relationships.
• Develops contingency plans for potential disruptions.
• Maintains accurate records, client documentation, and incident reports.
• Provides regular reports on service performance and client satisfaction to internal and external stakeholders.

Knowledge, Skills and Attributes:

• Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
• Analytical mindset, strong initiative, self-driven with a commitment to succeed.
• Understanding of managed services, including infrastructure, cloud, security, and support.
• Proficiency in project management.
• Excellent communication, negotiation, and problem-solving skills.
• Client-centric, proven ability to manage client relationships and drive client satisfaction.
• Business and financial acumen for budgeting, forecasting, and billing.
• Familiarity with ITIL or other IT service management frameworks.
• Ability to work under pressure with exceptional organizational skills and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• Adaptability and a customer-focused mindset.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology, Business, or a related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (for example, PMP) is preferred.
• 1-3 years working experience.

Required Experience:

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

Company Industry: IT - Software Services

Department / Functional Area: Administration

Keywords: Managed Services Client Delivery Specialist