Client Delivery Manager

3 weeks ago

Auckland City, 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 communi

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