Client Delivery Manager

Dormont Manufacturing Co; Jakarta Pusat; On-site; IDR 350,000,000 - 520,000,000; Full time

Benefits offered by this job

On-site Working

Equal Opportunity Employer

Job summary

NTT DATA is seeking a seasoned Managed Services Client Delivery Specialist to oversee end-to-end service delivery for client contracts. This role requires coordinating across cross-functional teams, ensuring SLAs are met, and maintaining strong client relationships.

You will monitor performance, manage project timelines, and contribute to contract profitability while identifying opportunities to expand services with existing clients.

Qualifications

• Bachelor’s degree or equivalent in IT, Business, or related field.
• ITIL certification is preferred.
• PMP certification is preferred.

Responsibilities

• Ensure delivery of managed services to meet SLAs and contractual definitions.
• Serve as primary client contact for inquiries, escalations, and feedback.
• Understand client needs and tailor services accordingly.
• Collaborate with technical teams to resolve incidents promptly.
• Monitor client satisfaction and drive continuous service improvements.
• Develop account plans and strategies to enhance client engagement and retention.
• Identify opportunities for upselling or cross-selling additional services.
• Manage implementation of new services, upgrades, and projects for clients.
• Coordinate timelines, resources, and deliverables for successful outcomes.

Skills

Service delivery management

Client relationship management

Project management

Communication skills

Problem solving

ITIL knowledge

Education

Bachelor’s degree in Information Technology or Business

ITIL certification

PMP certification

Job description

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

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

The Managed Services Client Delivery Specialist is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contract to the client.

This role supports the business and protects the company’s reputation by taking responsibility for contract management for local, small and low to medium complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.

The Managed Services Client Delivery Specialist involves proactive client communication, project management, technical oversight, and problem-solving.

What you’ll be doing

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.

Knowledge, Skills and Attributes:

• Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
• Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
• Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
• Seasoned proficiency in project management.
• Excellent communication, negotiation, and problem‑solving skills.
• Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
• Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
• Seasoned familiarity with ITIL or other IT service management frameworks.
• Ability to work under pressure and has exceptional organizational skills and attention to detail
• Ability to work collaboratively with cross‑functional teams.
• Adaptability and a customer‑focused mindset.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent qualification in Information Technology or Business or related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (for example, PMP) is preferred.

Required Experience:

• Seasoned demonstrated experience in a managed services and/or support services environment.
• Seasoned demonstrated experience in managed services - service delivery and client management.
• Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
• Seasoned demonstrated experience in monitoring contract performance.
• Seasoned demonstrated experience in managing service delivery projects for clients.
• Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
• Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.

Workplace type:

On-site Working

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. Accelerate your career with us.