Join NTT DATA and make an impact in the industry. The Senior Associate Managed Services Client Delivery Specialist is responsible for overseeing the end-to-end delivery of managed services contracts to clients. The role requires a developing subject matter expert with a strong ability to manage coordinated service delivery, analytical mindset, and excellent communication and problem-solving skills.
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
- Opportunity to work with a global company
- Professional development and growth opportunities
- Diverse and inclusive work environment
- Competitive compensation and benefits
