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　　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 Delivery Managers are primarily responsible for managing one or more Service Delivery Specialists. They ensure continuity in service and may also act as an advocate for the client within NTT Ltd.

　　They support the business by taking responsibility for overall contract management for medium to large complex client contracts. They are responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.

　　They may operate across multiple sites or NTT Ltd Support Services offerings. They are the primary interface managing the services relationship between the client and NTT Ltd. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

　　This is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are responsible to perform client-facing activities in service activation of Uptime Support Services, supporting and coordinating with GDC in service activation to ensure successful completion. It is the responsibility of the Service Delivery Specialist to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

　　Key Roles and Responsibilities:

　　Lead and coach a team of one or more Service Delivery Specialists

　　Provide support and guidance to the team

　　Provide subject matter expertise to the team

　　Collaborate with internal leadership/stakeholders to set the strategy and direction for the team of Service Delivery Specialists

　　Fulfill key role and responsibilities of that of a Service Delivery Specialist – depending on regional and/or country requirements

　　Monitor client satisfaction and identify service improvement plans to address with the immediate service delivery team

　　Establish relationships with the relevant teams within NTT Ltd whom the Service Delivery Specialists interact with on a daily basis

　　Ensure team of Service Delivery Specialists has the required tools and resources to successfully service the client needs and requirements

　　Manage and coordinate the service delivery budget, compile reports and service delivery metrics

　　Observe the external market by analyzing service delivery management trends and recommend improvements to existing procedures, strategies, and policies

　　Knowledge, Skills, and Attributes:

　　Strategic abilities and ability to coach and lead a team

　　Ability to establish strong relationships with internal stakeholders and external clients

　　Excellent relationship-building skills

　　Excellent ability in managing coordinated delivery of service

　　Excellent written and verbal communication skills

　　Good at solving problems and can use initiative to drive innovation

　　Ability to work well in a pressurized environment

　　Assertive in approach and displays excellent persuasion and influence abilities

　　Highly analytical with proven negotiation skills

　　Passionate, strong initiative, self-driven with a commitment to succeed

　　Academic Qualifications and Certifications:

　　Typically requires a Bachelor’s or equivalent degree

　　ITIL certification (preferable)

　　Required Experience:

　　Demonstrated years of experience required in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider

　　Demonstrated years of experience managing and leading a service delivery team and/or related function

　　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 category

　　Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?

　　Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

　　We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

　　You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!