Director, Managed Services Client Delivery (m/w/d)

NTT DATA, Inc.; Teltow; Hybrid; EUR 100.000 - 130.000; Vollzeit

Zusammenfassung

A leading global IT services provider is seeking a Director, Managed Services Client Delivery in Teltow, Germany. This role involves leading a diverse team to ensure exceptional service delivery for clients, managing budgets, and driving client satisfaction in a hybrid work environment. Ideal candidates will possess a strong background in managed services, excellent leadership skills, and relevant academic qualifications.

Qualifikationen

• Extensive experience in managed network services and client satisfaction.
• Strong understanding of service level agreements and delivery models.
• Proficient in project management methodologies.

Aufgaben

• Ensure services meet client satisfaction and contractual obligations.
• Monitor and report on service delivery efficiency.
• Lead and motivate a diverse team for service excellence.

Kenntnisse

Client relationship management

Service delivery management

Leadership

Communication skills

Budgeting and financial management

Project management

Ausbildung

Bachelor's degree in Information Technology or Business

ITIL certification

Project management certification (e.g., PMP)

Jobbeschreibung

Director, Managed Services Client Delivery (m/w/d)

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Overview

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

Key Roles and Responsibilities

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
• Defines, monitors, and reports on key performance indicators (KPIs) to measure and improve service delivery efficiency and effectiveness
• Allocates resources effectively, including people, technology, and infrastructure, to meet client demands efficiently
• Identifies and mitigates potential risks to client service delivery and proactively address issues as they arise
• Manages the budget for the managed services client delivery function, ensuring cost-effectiveness and profitability
• Collaborates with the technology team to integrate the latest tools and solutions that enhance service delivery capabilities
• Serves as the voice of the client within the organization, advocating for their needs and ensuring client-centric decision-making
• Consult the Legal Representatives within NTT and ensure that all contract escalations are addressed with contract governance
• Review all proposals delivered to the client and ensure that growth objectives within the account are in line with NTT’s overall growth objectives and serve the best interest of the client
• Contribute to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client
• Collaborate and engage with a variety of stakeholders, including the Business Review Boards and Steering Committees to ensure the delivery of services against the agreed Service Level Agreements
• Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
• Leading a team of several dozen managed and professional services experts providing multinational services to a large automotive client

Knowledge, Skills and Attributes

• Uses extensive knowledge across functional areas to direct the application of existing policies and principles
• A deep understanding of the IT services industry, including trends, technologies, and best practices
• In-depth knowledge of managed network services, including service level agreements (SLAs), service delivery models, and service management frameworks
• Understanding of client needs, expectations, and industry-specific challenges to tailor services accordingly
• Strong leadership and management skills to lead a team of professionals and drive results
• Excellent communication skills, both written and verbal, for interacting with clients, team members, and stakeholders
• Ability to build and maintain strong client relationships, understand their needs, and ensure client satisfaction
• Proficiency in project management methodologies to plan, execute, and monitor service delivery projects effectively
• Budgeting and financial management skills to ensure profitable service delivery
• Ability to manage relationships with third-party vendors and partners as needed for service delivery
• Willingness and ability to adapt to changing technology, client requirements, and industry trends
• Focus on achieving measurable outcomes and delivering value to clients

Academic Qualifications and Certifications

• Bachelor's degree or equivalent qualification in Information Technology or Business or related (or equivalent work experience)
• ITIL certification
• Project management certification (e.g., PMP) is preferred

Required Experience

• Significant demonstrated experience in managed network services - service delivery and client management
• Significant demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
• Significant demonstrated experience in monitoring contract performance
• Significant demonstrated experience in proactive measures to address client concerns and continuously improve service quality
• Significant demonstrated experience in managing and leading a service delivery team and/or related function

Workplace type

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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. Join our growing global team and accelerate your career with us. Apply today.

Seniority level

• Director

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• IT Services and IT Consulting