Client Delivery Manager

Overview 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 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, and works closely with cross-functional teams to ensure client expectations are met and exceeded. It covers service delivery and contract profitability for assigned client contracts, often spanning multiple sites and/or service offerings.

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

What Youll Be Doing

Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).

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

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

Ensure the successful delivery of managed services to clients, meeting SLAs and quality standards.

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

Monitor and assess client satisfaction regularly through feedback mechanisms and take proactive measures to address concerns.

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 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 including budgeting and forecasting, and billing/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 related to service delivery and client relationships; develop contingency plans for potential disruptions.

Maintain accurate records, client documentation, and incident reports; provide regular service performance and client satisfaction reports to stakeholders.

Knowledge, Skills and Attributes

Passionate about service delivery with the ability to coordinate delivery end-to-end.

Analytical mindset, initiative, self-driven with a commitment to succeed.

Strong understanding of managed services, including infrastructure, cloud, security, and support.

Project management proficiency.

Excellent communication, negotiation, and problem-solving skills.

Strong client-centric approach and ability to manage client relationships and drive 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 strong organizational skills and attention to detail; ability to collaborate with cross-functional teams.

Customer-focused mindset and adaptability.

Academic Qualifications and Certifications

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

Relevant ITIL certification preferred.

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

Required Experience

Seasoned demonstrated experience in a managed services and/or support services environment.

Experience in managed services: service delivery and client management.

Experience delivering managed services to clients and meeting SLAs and quality standards.

Experience aligning service delivery with contractual agreements and compliance requirements.

Experience monitoring contract performance and managing service delivery projects.

Experience proactively addressing client concerns and improving service quality through feedback.

Workplace type On-site

About NTT DATA NTT DATA is a $30+ billion global innovator of business and technology services. We serve 75% of the Fortune Global 100 and invest over $3.6 billion annually in R&D to help organizations move confidently and sustainably into the digital future. As a Global Top Employer with experts in more than 50 countries, we partner to deliver business and technology solutions across consulting, data and AI, industry solutions, and the development, implementation and management of applications, infrastructure, and connectivity. 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, 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. Apply today.

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