NTT Global Data Centers
Location
Mumbai | India
Job description
Want to be a part of our team
Responsible for high-level relationship management and acts as client liaison during delivery of a professional services engagement or an outsourced solution. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client's business. Working at NTT The role of Client Service Specialists is to support and enable adherence to client contractual deliverables and process, maintaining a high degree of client satisfaction across all assignments. Key Roles and Responsibilities: Build and maintain highly productive working relationships with all managed services teams. Build and maintain excellent working relationships with clients (internal to I&T) by clearly communicating, setting and managing expectations and achieving and maintaining a consistently positive client satisfaction rating. Utilise the ITIL framework in all practices to achieve highest degree of client delivery satisfaction. Engage in the escalation management process, together with the Services team and group major incident management center. Engage in business continuity activities to ensure minimal business issues and maximum risk management. Undertake any additional reporting and service coordination activities as required and represent the Information Technology function holistically to our internal clients. Coordinate and implement services deliverables in line with performance standards. Manage all ROE updates for accounts contracted within the teams' portfolio. Engage with the Service Design and Development team for new services to be onboarded. Facilitate as the 'single point of contact' between the client and Operational / Architectural teams. Present MBR (Monthly Business Reviews) based on the defined operating model in place. Drive operating and service level agreement (OLA/SLA) delivery and improvements efforts. Continuously identify and implement process improvements to optimise the delivery engagement. Advise management of any identified service improvement opportunities to resolve delivery challenges where you require management support to achieve the required outcome. Produce reports as required for the relevant forums. Knowledge, Skills and Attributes: Demonstrated ability to work under pressure Demonstrated ability to thoroughly plan, conduct and conclude small projects or tasks Excellent communication skills with proven ability to persuade, negotiate, and influence outcomes Client service orientation and attitude Ability to juggle multiple tasks and work in a high-pressure environment Time management is essential – this individual is highly organised Able to work both individually and as part of a team Business orientated with technical skills and background Strong interpersonal skills and solid team player Exceptional attention to detail An inquisitive mind and a can-do attitude Results driven, goal orientated attitude with a high degree of self-motivation Academic Qualifications and Certifications: IT related degree ITIL Foundation v3/4 certification is preferred Advanced Excel is preferred - intermediate as a minimum MS Office skills - intermediate as a minimum (incl. MS Project) MS SharePoint Skills - Intermediate Is Preferred Required Experience: Demonstrated experience participating in the delivery of ICT Managed Services Contracts is preferred Demonstrated experience in Resource Coordination or Sales Support roles is beneficial Demonstrated exposure to time & materials (T&M) and fixed price invoicing is beneficial What will make you a good fit for the role Equal Opportunity Employer NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected categoryJob tags
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