Executive Head of Adoption Services, Technology Solutions

NTT DATA, Inc.; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

A global technology services leader seeks a Head of Service Adoption in Greater London to drive client adoption strategies in technology infrastructure services. This senior role demands excellent communication and strategic skills, overseeing adoption initiatives and enhancing client engagement. The ideal candidate has substantial experience within a multinational environment and holds a Bachelor’s degree in a relevant field. The position offers a hybrid working model and is part of a diverse and inclusive workplace.

Qualifications

• Substantial experience in a large scale technology services environment.
• Experience in IT Infrastructure services operations in a large IT enterprise.
• Experience in client needs assessment and meeting quality standards.

Responsibilities

• Defines and drives service adoption strategy aligned with company goals.
• Develops detailed plans for adoption initiatives for customer engagements.
• Coaches customers on adoption management principles.

Skills

Strategic planning and implementation

Excellent communication skills

Problem-solving abilities

Technical understanding of services

Client relationship building

Understanding of market segment challenges

Education

Bachelor’s degree in Information Technology, Business Management, or Engineering

Tools

Cisco EA Black Belt

Job description

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.

Your day at NTT DATA

The Head of, Service Adoption is a senior leadership role and is a highly critical, strategic advisor and technical expert that engages with customers to accelerate their adoption of organizational products and solutions that transform their business and drive business outcomes.

This senior leadership role is accountable for ensuring a high and effective client adoption rate of Technology Infrastructure Services (TIS), and also for providing the sales and client success teams with the information, content, expertise, and tools to help increase sales and drive adoption of services.

The Head of, Service Adoption ensures that the Service Adoption Framework includes deliverables to achieve client retentions and expansion of company wallet share.

This senior leadership role is accountable for leading the TIS service adoption function, fostering a collaborative and innovative team culture focused on achieving operational excellence.

Key responsibilities:

• Defines and drives the implementation of SDI service adoption strategy aligned with company goals.
• Designs service adoption strategies ensuring clear outcomes throughout - Enabling Practices; Account Segmentation; Account Relationship Mapping (understanding the influencers and decision makers within the account); Effective Customer Onboarding; Monitoring Practices; Insight Analytics; Intervention Playbooks
• Develops adoption strategies and detailed plans for adoption initiatives for customer engagements.
• Coaches customers and drives internal teams on adoption management principles and their practical application.
• Coaches customers and project team on adoption management principles and their practical application in a project context
• Evaluates the effectiveness of adoption management strategies and tactics used to promote adoption using quantitative (user metrics, surveys, etc.) and qualitative (observations, communications, etc.) techniques and revise plans, if needed, based on results.
• Conducts ongoing risk/impact assessments and provides support throughout the project to determine potential challenges/barriers/resistance and identify corresponding risk mitigation strategies.
• Coordinates adoption management implementation activities, ensuring execution aligns with overall plans, commitments to customers, and schedule/cost targets.
• Ensures alignment between adoption management and technical implementation plans for the initiative.
• Works closely with customer project owners to ensure expected benefits are realized.
• Develops and executes (or supervise others executing) stakeholder, resistance management, communication, and training plans.
• Develops and delivers communications assets related to the adoption management plan, e.g., email communications templates, web content, ensure all Service Adoption Team members are trained in product/service offering.
• Develops and delivers training assets related to the adoption management plan, for example, training slide decks, webinars, job aids, video shorts, FAQs, etc. in a project context.

To thrive in this role, you need to have:

• Substantial ability to develops and implement strategic plans and objectives in alignment with company strategy.
• Excellent communication skills and the ability to build relationships with senior leadership (internal and external to the organization).
• Highly organized with excellent problem-solving abilities.
• Substantial business mindset with exceptional product expertise.
• Substantial ability to absorb and understand how the services offer works technically and how it can be translated offer to value realization.
• Ability to effectively work with customers to help them adopt and realize value portfolio offering.
• Ability to understand critical processes that are common across many customers.
• Substantial understanding of the language and technical challenges of a specific industry or market segment.
• Substantial skills and knowledge relating to client business outcomes from technology solutions.

Academic qualifications and certifications:

• Bachelor’s degree or equivalent in Information Technology, Business Management or Engineering or related field.
• Relevant certification such as Cisco EA Black Belt.

Required experience:

• Substantial experience gained within a large scale (preferably multinational) technology services environment.
• Substantial experience in IT Infrastructure services operations experience with a large IT enterprise environment.
• Substantial experience in developing and implementing improvement plans and services.
• Substantial experience in client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.
• Substantial people management experience in leading and managing technical operations teams across the data center, Networking, Security, Workplace and Communications domains.

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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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