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　　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

　　Service Delivery Specialists are responsible for providing continuity in service and 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.

　　The role of Service Delivery Specialists 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:

　　Work as Independent Contributor (IC)

　　Act as the primary interface managing the services relationship between the client and NTT Ltd

　　Perform client-facing service activation activities and support GDC in service activation completion

　　Operations performance, including:

　　Service Improvement Plans

　　Establish, monitor, and report Service Delivery Reports

　　Escalation management and Reporting

　　Meeting Management with Clients

　　Major Incidents - Scrutinize adherence to process, recommends changes when SLA is not met, and work with larger delivery teams.

　　Change Management – Manage and own all RoE Changes.

　　Service First - Own Service First asset verification and contract status.

　　Vendor Backout - Manage backout issues with Vendor.

　　Work with the Transition team and assigned Technical Account Manager to develop a runbook that includes processes, escalation lists, and documentation.

　　Update runbook regularly to reflect the necessary changes. The run book content includes:

　　Network map(s)

　　Site-level engineering diagrams

　　Client and site contacts

　　Configuration item and IT service mappings (relationships)

　　Lead and facilitate resolution of products and technical issues in concern with assigned Technical Account Manager

　　Provide assurance regarding the compliance of, and lifecycle management for, all contracted Services

　　Receive and manage change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations, etc

　　Interface with NTT Ltd internal contract management teams to normalize and execute change orders

　　Review new offers and service capabilities with the appropriate members of the team

　　Support billing / invoicing inquiries and/or disputes

　　Monitor client satisfaction and identify service improvement plans to address client’s satisfaction with the service

　　Knowledge, Skills, and Attributes:

　　Ability to establish strong relationships with internal stakeholders and external clients

　　Excellent relationship-building skills

　　Strong 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

　　Excellent client service orientation

　　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:

　　Demonstrated and relevant years of experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a Ph.D. or equivalent degree without experience; or equivalent work experience

　　ITIL certification

　　Required Experience:

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

　　Conflict Management, Contract Management, Customer Centric Solutions, Managed IT Services, Negotiation, Project Management, Service Delivery, Service Level Agreement (SLA)

　　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

　　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!