Location
Bangalore | India
Job description
Want to be a part of our team
Responsible for high-level relationship management with clients. Serves as the primary management contact and 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. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client's business. Generally has profit and loss responsibilities.
Selects, develops and evaluates personnel to ensure the efficient operation of the function.
Working at NTT Service Management is accountable for managing client service and operational delivery within assigned client contracts. The individual in this role will ensure client satisfaction, service delivery, and contract profitability within their assigned client contracts. They ensure the delivery of the services offered and deployed in multiple locations across the NTT group, across different countries and cultures, people and technologies.
Key Roles and Responsibilities: - Ensures that operational activities and problems are identified, recorded, monitored, and resolved.
- Conduit for service management that works with relevant delivery teams to ensure optimal service delivery to regions.
- Conducts monthly service management reviews with region/s and relevant stakeholders.
- Investigates and manages the adoption of appropriate tools, techniques, and processes (including automation) for the management of systems and services.
- Collects and uses feedback from clients and stakeholders to help measure the effectiveness of stakeholder management. Helps develop and enhance client and stakeholder relationships.
- Establishes and maintains operational methods, procedures, and facilities in assigned areas of responsibility and reviews them regularly for effectiveness and efficiency.
- Agree on points of interaction and escalation with the client and stakeholders, ensuring the continuous delivery of the service according to the service level agreement (SLA).
- Analyze client satisfaction survey results and ensure that the information is used to enhance service delivery in line with client expectations.
- Responsible for managing client satisfaction by ensuring that services are delivered according to agreed service definitions and service level agreements and other contracts.
- Manage coordinated delivery of service and ensure that the right employees, equipment, and products are deployed and available and that the service delivery meets the quality requirements agreed with the client.
- Conduct regular service audits and apply contract change management processes to ensure that service definitions and service levels agreements are maintained and up to date.
- Identifies risks to service delivery and identifies and implements appropriate solutions to reduce the likelihood of escalations and/or delivery impact to the client.
- Responsible for the coordination of the activities of their teams, setting and measuring performance targets, account allocation, and enforcing the execution of the client contract plans in line with SLA's.
- Contribute to pre-sales processes by providing information on pain points and opportunities and filtering out what is not client-relevant, determining the effort required to deliver, and generally providing advice on the most optimal way to approach the client.
- Manage an annual operating budget and work with the finance division to implement accurate and timeous billing.
- Owns escalations, ensuring accountability ownership and actions are tracked, communicated, and resolved in a timely manner.
- Works with relevant stakeholders to enable opportunities for growth in services and improve the profitability of services sold/delivered.
- Owns the governance of the service improvement plan framework with relevant stakeholders that ensure central tracking of issues within regions and or countries.
- Provide inputs into the development of operational and strategy and ensure the successful delivery of relevant services contracts.
- Manage internal and external stakeholder relationships, monitor client experience and contractual compliance for all relevant contracts.
- Provide sound consulting services and recommendations based on client needs, current information, and trends and act as the point of escalation for client satisfaction issues.
- Promote operational efficiency through feedback and engagement with operational teams driving sound operational process, quality, standard, and service optimization processes.
- Provide accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.
- Performs reviews and analysis of client satisfaction feedback and ensures adequate steps are taken to improve and recognize feedback.
- Working in collaboration with the Transition team this role is part of the transition of service contracts into operations and they ensure that these are transitioned efficiently into operations.
Knowledge, Skills, and Attributes: - Knowledge and understanding of IT industry and client environment and business needs
- Good business and commercial orientation and with a supporting interest in technology
- Displays exceptional client engagement skills and is able to support his/her client delivery management teams in complex engagements
- Working knowledge of ITIL functions
- Ability to identify complex problems and review related information to develop and evaluate options and implement solutions
- Interpersonal skills with the ability to develop solid client relationships
- Strong quality orientation and the ability to focus on detail with an understanding of how it impacts the holistic service
- Knowledge of principles and processes for providing client services
- Expert negotiation skills and assertive in approach, displaying excellent persuasion and influence ability
- In-depth understanding of the IT industry and standards for IT service management (PMBOK, Prince2, ITIL, COBIT frameworks)
- Possess excellent communication skills (both verbally and written) and employ these skills to interact with a variety of stakeholders
- Skilled at solving problems and using initiative to drive innovation and identify potential opportunities within the accounts
- Technical knowledge of support and managed Services platforms and processes
- Broad-based exposure and working-level knowledge of all IT technology domains including Datacentre, Networking, Security, Workplace, Communications sectors
- Good understanding of emerging technology and trends impacting IT operations
Academic Qualifications and Certifications: - ITIL certification
- Relevant qualification
Required Experience: - Demonstrable work experience with significant experience required in service performance, client service delivery within a large scale (preferably multinational) technology services environment
- Demonstrated and relevant years of experience in IT Infrastructure services operations experience with a large IT enterprise environment
- People management experience in leading and managing technical operations teams across the Datacentre, Networking, Security, Workplace, and Communications domains
- Experience in managing in a matrix structure
- Demonstrated global enterprise client outsourcing projects
- Demonstrated vendor management experience
- Experience in support and managed services delivery environment including technical and service management exposure
- Experience in developing and implementing improvement plans and services
- Previous experience in client needs assessment, meeting quality standards for services, and evaluation of client satisfaction
- Solid management and team leadership experience, at least 3 years
Skills Summary Continual Improvement Process, Leadership, Service Level Management, Service Reports, Service Strategy
What will make you a good fit for the role Remote Type: 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 category
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