Join NTT DATA as a Client Delivery Manager and make an impact by overseeing the end-to-end delivery of managed services contracts to clients. You will be responsible for client satisfaction, service delivery, and contract profitability, while collaborating with cross-functional teams to ensure client expectations are met and exceeded.
Requirements
- Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs)
- Acts as the primary point of contact for client inquiries, escalations, and feedback
- Understands client business needs and objectives to tailor required services accordingly
- Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
- Collaborates with technical teams to resolve client issues and incidents promptly
- Monitors and assesses client satisfaction regularly through feedback mechanisms
- Takes proactive measures to address client concerns and continuously improve service quality
- Develops account plans and strategies to enhance client engagement and retention
- Identifies opportunities for upselling or cross-selling additional services
- Manages the implementation of new services, upgrades, and projects for clients
- Coordinates project timelines, resources, and deliverables to ensure successful outcomes
- Ensures that service delivery aligns with contractual agreements and compliance requirements
- Consults with legal team to ensure that all contract escalations are addressed with contract governance
- Monitors and reports on contract performance
- May oversee financial aspects of client accounts, including budgeting and forecasting
- May manage billing and invoicing processes
- Collaborates with technical teams to ensure that client environments are stable, secure, and up to date
- Stays informed about industry trends and emerging technologies to provide informed recommendations to clients
- Identifies and mitigates risks associated with service delivery and client relationships
- Develops contingency plans for potential disruptions
- Maintains accurate records, client documentation, and incident reports
- Provides regular reports on service performance and client satisfaction to internal and external stakeholders
Benefits
- Competitive salary
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Diverse and inclusive workplace
- Equal opportunity employer
