Client Delivery Manager

NTT DATA, Inc.; Jakarta Timur; On-site; IDR 1,041,124,414 - 1,388,165,885; Full time

Job summary

NTT DATA, Inc. is looking for a Managed Services Client Delivery Specialist in Jakarta Timur, Indonesia. This role involves overseeing the end-to-end delivery of managed services contracts, ensuring client satisfaction by managing service delivery according to SLAs, and collaborating with cross-functional teams. The ideal candidate has significant experience in managed services, project management, and client relationship management. The position requires strong communication skills and a commitment to service excellence.

Qualifications

• Proven experience in managed services and client management.
• Demonstrated ability to meet service level agreements and quality standards.
• Experience with contract performance monitoring and service delivery projects.

Responsibilities

• Ensure client satisfaction through service delivery.
• Act as a primary contact for client inquiries and feedback.
• Monitor client satisfaction and implement improvement measures.

Skills

Service delivery management

Analytical mindset

Project management

Client relationship management

Negotiation skills

Education

Bachelor's degree in Information Technology or Business

ITIL certification

Project management certification (e.g., PMP)

Job description

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.

Managed Services Client Delivery Specialist

The Managed Services Client Delivery Specialist is a seasoned subject matter expert responsible for overseeing the end‑to‑end delivery of managed services contracts to clients. This role supports the business by managing contracts for local, small and low‑to‑medium complexity work, and works closely with cross‑functional teams to ensure client expectations are met and exceeded. The specialist provides proactive client communication, project management, technical oversight and problem‑solving to deliver complex services across multiple sites and service offerings.

Key Responsibilities

• Responsible for client satisfaction by ensuring 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 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 service delivery aligns with contractual agreements and compliance requirements.
• Consults with legal team to ensure 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 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 success.
• 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 and financial acumen for budgeting, forecasting and billing.
• Seasoned familiarity with ITIL or other IT service management frameworks.
• Ability to work under pressure and exhibit 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, Business or a related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (e.g., 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 SLAs and quality standards.
• Seasoned demonstrated experience in aligning service delivery 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.