Senior Managed Services Client Delivery Specialist F/H

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team.

Key Responsibilities:

• 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.

• Support pre-sales activities and contract renewals when required.

Required Skills & Experience:

• Proven experience in IT Service Delivery or Managed Services (3+ years).

• Strong understanding of ITIL practices and service management frameworks.

• Excellent communication and stakeholder management skills.

• Ability to manage multiple priorities and work in a fast-paced, international environment.

• Fluent in English and French (written and spoken).

• Ability to work autonomously in an environment that is not strictly driven by processes.

• Demonstrates creativity, proactivity, and a strong sense of ownership.

• Strong focus on account development, with the ability to identify opportunities for growth and added value.

• Experience with enterprise customers and complex IT environments is a plus.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.

• Relevant ITIL certification preferred.

• Experience with infrastructure management, AI or cloud services.

• Familiarity with service management tools (e.g., ServiceNow).

What We Offer

• A dynamic and inclusive work environment.

• Opportunities for career growth and international collaboration.

• Competitive compensation and benefits.

• Hybrid working model with flexibility.

Workplace type:

Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today