Managed Services Client Delivery Specialist

hace 5 meses

Santiago, Chile NTT DATA A tiempo completo

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The role of Managed Services Client Delivery Specialist is a seasoned role, responsible for overseeing the end-to-end delivery of managed services contract 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. This role works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are 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 Roles and 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 feedbackUnderstands client business needs and objectives to tailor required services accordinglyEnsures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standardsCollaborates with technical teams to resolve client issues and incidents promptlyMonitors and assesses client satisfaction regularly through feedback mechanismsTakes proactive measures to address client concerns and continuously improve service qualityDevelops account plans and strategies to enhance client engagement and retentionIdentifies opportunities for upselling or cross-selling additional servicesManages the implementation of new services, upgrades, and projects for clientsCoordinates project timelines, resources, and deliverables to ensure successful outcomesEnsures that service delivery aligns with contractual agreements and compliance requirementsConsults with legal team to ensure that all contract escalations are addressed with contract governanceMonitors and reports on contract performanceMay oversee financial aspects of client accounts, including budgeting and forecastingMay manage billing and invoicing processesCollaborates with technical teams to ensure that client environments are stable, secure, and up-to-dateStays informed about industry trends and emerging technologies to provide informed recommendations to clientsIdentifies and mitigates risks associated with service delivery and client relationshipsDevelops contingency plans for potential disruptionsMaintains accurate records, client documentation, and incident reportsProvides regular reports on service performance and client satisfaction to internal and external stakeholders


Knowledge, Skills and Attributes:

Seasoned, experienced professional; has complete knowledge and understanding of area of specialisationUses evaluation, judgment, and interpretation to select right course of actionPassionate about service delivery with a strong ability to manage a coordinated delivery of serviceHighly analytical mindset, strong initiative, self-driven with a commitment to succeedStrong understanding of managed services, including infrastructure, cloud, security, and supportStrong proficiency in project managementExcellent communication, negotiation, and problem-solving skillsExcellent client centricity, proven ability to manage client relationships and drive client satisfactionBusiness acumen, as well as financial acumen for budgeting, forecasting, and billingFamiliarity with ITIL or other IT service management frameworks.Ability to work under pressure and has exceptional organisational skills and attention to detailAbility to work collaboratively with cross-functional teamsAdaptability and a customer-focused mindset


Academic Qualifications and Certifications:

Bachelor's degree or equivalent qualification in Information Technology or Business or related (or equivalent work experience)ITIL certificationProject management certification (e.g., PMP) is preferred


Required Experience:

Seasoned demonstrated experience in a managed services and/or support services environmentSeasoned demonstrated experience in managed services - service delivery and client managementSeasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standardsSeasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirementsSeasoned demonstrated experience in monitoring contract performanceSeasoned demonstrated experience in managing service delivery projects for clientsSeasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanismsSeasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality

Workplace type:

Hybrid 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.

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