Client Delivery Manager

3 days ago

Auckland City, New Zealand NTT Ltd 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?**

Ready for the next step in your Client Delivery/Service Delivery career?

This role is responsible for establishing and maintaining client relationship management. And acts as client liaison during delivery of a managed services engagement and/or an outsourced solution.

It has a very strong operational focus working with services teams in various locations to execute on contract terms and conditions. Ensuring on-time delivery and reporting of contracted services and projects that support the client’s business.

You need to be strategically minded and focused on client satisfaction, maintaining client communication, and a key contributor to the overall management of the client relationship.

This role works to support and maintain the client relationship by identifying opportunities for operational and process improvement or introduction.

**Working at NTT**

The Client Delivery Manager is accountable for maintaining continuity of services provided to assigned client/s. The Client Delivery Manager supports the business and protects the company’s reputation by taking responsibility for overall Contracted delivery management.

The Client Delivery Manager is responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contract/s. The client requires service delivery function for more than one NTT Business Unit and are often complex by nature and are typical across multiple sites or for multiple NTT service offerings.

This role is to support a single client who NTT provides a suite of managed services to. This is a key role within a team dedicated to a single client and is one third of the delivery team for this account.

Key Roles and Responsibilities:

- Relationship management via key client and stakeholder engagement. Including regular meetings with key client stakeholders
- Responsible for client satisfaction by ensuring services are delivered according to agreed service definitions and Service Level Agreements and other contract deliverable measurements along with a strong focus on client experience
- Maintain a key focus on the Client and ensure that client outcomes and needs are always paramount
- Responsible for escalation management, neutralising escalations while addressing client needs
- Drive service delivery excellence by motivating the team members (both physically and virtually) and inspiring outstanding performance against Service Level Agreements and our contract deliverables.
- Responsible for monthly and pass-through billing to the client
- Complete regular reporting based on the contractual agreements with clients. Present these and other account insights/updates via the monthly client Operational Review Board meetings.
- Work closely with the wider NTT Client Delivery Management team and Client Managers (Sales Managers) to identify methods or purchase and procurement, establish evaluation criteria, evaluate alternative options
- Maintain visibility of contract and license renewal dates and requirements. Communicate these to the client and discuss requirements feeding this back to NTT renewals team
- Consult Legal Representatives within NTT and ensure that all contract escalations are addressed with contract governance
- Support the Client Manager by ensuring contract deliverables are achieved to a high standard. And ensure growth opportunities within the account are passed to the Client Manager in a timely manner. While ensuring opportunities passed on 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 internally, including Services teams on-shore and off-shore to ensure the delivery of services against the agreed Service Level Agreements or Statements of Work
- Negotiates and resolves contractual issues where appropriate, 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

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