Senior Managed Services Client Delivery Specialist F / H

NTT; Paris; Hybride; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A global technology and business services innovator is seeking an IT Service Delivery professional in Paris. The role emphasizes client satisfaction and successful service delivery, requiring strong knowledge of ITIL practices. Candidates should have experience in Managed Services, and fluency in English and French is essential. This position offers a hybrid working model with benefits and opportunities for professional growth.

Prestations

Competitive compensation

Career growth opportunities

Dynamic work environment

Qualifications

• Proven experience in IT Service Delivery or Managed Services (3+ years).
• Strong understanding of ITIL practices and service management frameworks.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Experience with enterprise customers and complex IT environments is a plus.

Responsabilités

• Responsible for client satisfaction and successful service delivery.
• Act as the primary point of contact for client inquiries.
• Monitor client satisfaction and improve service quality.
• Identify growth opportunities for accounts.

Connaissances

IT Service Delivery

ITIL practices

Communication skills

Stakeholder management

Fluent in English

Fluent in French

Creativity

Proactivity

Formation

Bachelor's degree in IT or related field

ITIL certification

Outils

ServiceNow

Description du poste

JOB DESCRIPTION

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 Responsibilities

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
• Acts as the primary point of contact for client inquiries, escalations, and feedback.
• Understands client business needs and objectives to tailor required services accordingly.
• Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Collaborates with technical teams to resolve client issues and incidents promptly.
• Monitors and assesses client satisfaction regularly through feedback mechanisms.
• Takes proactive measures to address client concerns and continuously improve service quality.
• Develops account plans and strategies to enhance client engagement and retention.
• Identifies opportunities for upselling or cross-selling additional services.
• Manages the implementation of new services, upgrades, and projects for clients.
• Coordinates project timelines, resources, and deliverables to ensure successful outcomes.
• Ensures that service delivery aligns with contractual agreements and compliance requirements.
• Consults with legal team to ensure that all contract escalations are addressed with contract governance.
• Monitors and reports on contract performance.
• May oversee financial aspects of client accounts, including budgeting and forecasting.
• May manage billing and invoicing processes.
• Collaborates with technical teams to ensure that client environments are stable, secure, and up to date.
• Stays informed about industry trends and emerging technologies to provide informed recommendations to clients.
• Identifies and mitigates risks associated with service delivery and client relationships.
• Develops contingency plans for potential disruptions.
• Maintains accurate records, client documentation, and incident reports.
• Provides regular reports on service performance and client satisfaction to internal and external stakeholders.
• Support pre-sales activities and contract renewals when required.

Required Skills & Experience

• Proven experience in IT Service Delivery or Managed Services (3+ years).
• Strong understanding of ITIL practices and service management frameworks.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple priorities and work in a fast-paced, international environment.
• Fluent in English and French (written and spoken).
• Ability to work autonomously in an environment that is not strictly driven by processes.
• Demonstrates creativity, proactivity, and a strong sense of ownership.
• Strong focus on account development, with the ability to identify opportunities for growth and added value.
• Experience with enterprise customers and complex IT environments is a plus.

Academic Qualifications and Certifications

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
• Relevant ITIL certification preferred.
• Experience with infrastructure management, AI or cloud services.
• Familiarity with service management tools (for example ServiceNow).

What We Offer

• A dynamic and inclusive work environment.
• Opportunities for career growth and international collaboration.
• Competitive compensation and benefits.
• Hybrid working model with flexibility.

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.

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