Senior Associate Managed Services Client Delivery Specialist

Senior Associate Managed Services Client Delivery Specialist Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence, leading innovations, and 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.

Make an impact with NTT DATA NTT DATA is a $30+ billion business and technology services leader serving 75% of the Fortune Global 100. We accelerate client success and positively impact society through responsible innovation. We are committed to creating an environment free of unfair discrimination and harassment.

Your day at NTT DATA The Senior Associate Managed Services Client Delivery Specialist is a developing 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. You will work closely with cross‑functional teams to ensure client expectations are met and exceeded and take responsibility for service delivery, contract profitability, and client satisfaction of their assigned contracts.

With guidance from an experienced mentor, you will engage proactive client communication, project management, technical oversight, and problem‑solving. You’ll coordinate project timelines, resources, and deliverables to ensure successful outcomes and continuously improve service quality.

Key responsibilities

Ensure services are delivered according to agreed service definitions and SLA.

Act as the primary point of contact for client inquiries, escalations, and feedback.

Understand client business needs and objectives to tailor required services accordingly.

Collaborate with technical teams to resolve client issues and incidents promptly.

Monitor and assess client satisfaction regularly through feedback mechanisms.

Take proactive measures to address client concerns and continuously improve service quality.

Develop account plans and strategies to enhance client engagement and retention.

Identify opportunities for upselling or cross‑selling additional services.

Manage the implementation of new services, upgrades, and projects for clients.

Coordinate project timelines, resources, and deliverables to ensure successful outcomes.

Ensure that service delivery aligns with contractual agreements and compliance requirements.

Consult with the legal team to address contract escalations with governance.

Monitor and report on contract performance.

May oversee financial aspects of client accounts, including budgeting and forecasting.

May manage billing and invoicing processes.

Collaborate with technical teams to ensure client environments are stable, secure, and up to date.

Stay informed about industry trends and emerging technologies to provide informed recommendations to clients.

Identify and mitigate risks associated with service delivery and client relationships.

Develop contingency plans for potential disruptions.

Maintain accurate records, client documentation, and incident reports.

Provide regular reports on service performance and client satisfaction to stakeholders.

To thrive in this role, you need to have:

Passionate about service delivery with a strong ability to manage coordinated delivery.

Strong analytical mindset, initiative, and self‑driven commitment to succeed.

Understanding of managed services, including infrastructure, cloud, security, and support.

Seasoned proficiency in project management.

Good communication, negotiation, and problem‑solving skills.

Client‑centric, proven ability to manage relationships and drive satisfaction.

Relevant business acumen 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 collaborate with cross‑functional teams.

Adaptability and a customer‑focused mindset.

Academic qualifications and certifications

Bachelor's degree or equivalent in Information Technology, Business, or related field.

Relevant ITIL certification preferred.

Relevant project management certification (e.g., PMP) preferred.

Required experience

Moderate level of experience in managed services and/or support services.

Experience in service delivery, client management, and contract alignment.

Experience monitoring contract performance and service delivery alignment with SLAs.

Experience managing service delivery projects for clients.

Experience assessing client satisfaction and driving continuous improvement.

Workplace type On‑site Working

About NTT DATA NTT DATA is a global leader in AI, digital infrastructure, cloud, security, connectivity, data centers, and application services. We help organizations move confidently into the digital future.

Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer. We do not discriminate based on age, race, color, 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.

Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask for payment or banking information during the recruitment process. All legitimate communications will come from an

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