Client Delivery Manager

3 weeks ago

Auckland, Auckland, New Zealand NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The role Senior Managed Services Client Delivery Specialist is a senior 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, medium to large 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 complex to highly 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.

Working at NTT

Key Roles and Responsibilities:
  • Lead and coach a team of one or more leveraged Service Delivery Specialists
  • Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
  • Work closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier
  • Engage proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performance
  • Develop and manage an annual operational budget and work with the Commercial Team, ensure that monthly and pass through billing happens
  • 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
  • Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
  • Negotiates and resolves contractual issues, including failure to meet contractual obligations
  • 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:

  • Ability to lead and coach a team
  • Ability to establish strong relationships with internal stakeholders and external clients
  • Excellent relationship building skills
  • Strong ability in managing coordinated delivery of service
  • Excellent written and verbal communication skills
  • Strong collaboration skills
  • Ability to work well in a pressurized environment
  • Excellent client centricity
  • Excellent business acumen and commercial skills
  • Highly analytical with proven negotiation skills
  • Passionate, strong initiative, self-driven with commitment to succeed

Academic Qualifications and Certifications:

  • Demonstrable related experience with a Bachelor's or equivalent degree; or moderate level experience; or equivalent work experience
  • ITIL V4certification

Required Experience:

  • Demonstrated client engagement experience at a very senior level
  • Demonstrated experience in a Managed Services and / or Support Services environment
  • Demonstrated years of experience managing and leading a service delivery team and / or related function

Additional Job Description:

  • 5+ years of experience in a client-facing role, leading and engaging with customers, technologists and/or partners
  • Previous experience in a Senior Service Delivery role or client-facing Technical Specialist role.
  • Excellent client service orientation and relationship building skills
  • Excellent communication skills (both verbally and written) and can use these skills to interact with a variety of stakeholders
  • Expert negotiation skills
  • Strong knowledge and practical application of the ITIL framework
  • Required to work on site 3 days a week, 1 day at NTT and optionally 1 day WFH
  • This role is opened for NZ citizen/resident or work permit holders only

Skills Summary

Account Management, Contract Performance Management, Customer Centric Solutions, Financial Acumen, Project Management, Service Delivery, Service Level Agreement (SLA)

Workplace type:

Hybrid Working

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

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

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
  • Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

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