SDIS Client Delivery Specialist F/M

NTT; Paris; Sur place; EUR 50 000 - 65 000; Plein temps

Résumé du poste

A global leader, NTT DATA seeks an SDIS Client Delivery Specialist to ensure the successful delivery of support services. This hybrid role involves client communication, service quality management, and the ability to understand complex service requirements, driving client satisfaction through proactive engagements. Candidates should have a degree in IT or related fields and relevant ITIL certification, along with proven experience in managing complex service delivery.

Qualifications

• Advanced experience in a complex support services environment.
• Proven ability to manage client relationships and ensure satisfaction.
• Strong initiative and self-driven with a commitment to succeed.

Responsabilités

• Acts as the primary contact for client inquiries and escalations.
• Responsible for client satisfaction by ensuring service delivery meets SLAs.
• Develops account plans to enhance client engagement and retention.

Connaissances

Client Centricity

Communication

Negotiation

Problem Solving

Analytical Mindset

Project Management

Formation

Bachelor's degree in Information Technology

Relevant ITIL certification

Description du poste

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.

Our SDIS (Software-defined infrastructure Services) is a proven, industry-leading support service which provides the analytics and centralized management capability to help organizations gain the speed and agility to meet dynamic business demands.
This enhanced visibility enables informed decisions at the right time and provides an increased level of control to ensure business continuity and lifecycle return on investment.
As our SDIS Client Delivery Specialist, you will ensure the successful delivery of our SDIS support services for our Customers.
You work closely with cross-functional teams to ensure client expectations are met and exceeded and take responsibility for service delivery, and contract profitability for your assigned client contracts. These clients require service delivery that are highly complex by nature and are typically across multiple sites and/or service offerings.

What you will do:

Client Communication and Customer Intimacy:

• Acts as the primary point of contact for client inquiries, escalations, and feedback.

• Interact with customers to understand expectations and ensure our SDIS service offers are consistently aligned.

• Understands client business needs and objectives to tailor required services accordingly.

• Identifies and mitigates risks associated with service delivery and client relationships.

Quality of service

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).

• Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.

• Take proactive measures to address client concerns and continuously improve service quality.

• Collaborates with technical teams to resolve client issues and incidents promptly.

Sales, GTM & PS support:

• Anticipate and organize contract renewals for customers

• Help identify new opportunities and evangelize customers on additional services to facilitate Up-selling.

• Develops account plans and strategies to enhance client engagement and retention.

• Ensures that service delivery aligns with contractual agreements and compliance requirements.

Reporting

• Maintains accurate records, client documentation, and incident reports.

• Provides regular reports on service performance and client satisfaction to internal and external stakeholders.

Financial knowledge

• May oversee financial aspects of client accounts, including budgeting and forecasting.

What you will bring:

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.

• Relevant ITIL certification.

• Advanced demonstrated experience in a complex support services environment, meeting service level agreements (SLAs) and quality standards.

• Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.

• Excellent communication, negotiation, and problem-solving skills.

• Advanced analytical mindset, strong initiative, self-driven with a commitment to succeed.

• Advanced proficiency in project management.

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.