Client Services Leader

NTT DATA Global Delivery Services Ltd; Bengaluru; On-site; INR 4,500,000 - 7,000,000; Full time

Job summary

NTT DATA, Inc. in India seeks a Senior Client Services Leader to drive end-to-end client experience across strategic accounts. You will oversee governance, service delivery, and profitability while guiding cross-functional teams in a matrix environment.

The role emphasizes leadership, client-centric delivery, revenue growth, and talent development to ensure sustainable outcomes and high client value for multi-practice portfolios.

Qualifications

• Bachelor’s degree in Engineering, Technology, Business, or a related discipline.
• Postgraduate qualification in Business Management or a related field is preferred.
• Significant experience in IT services, consulting, managed services, or client-account leadership.

Responsibilities

• Serve as the primary point of accountability for the overall client experience and governance.
• Provide leadership oversight across multiple delivery teams, practices, and service lines.
• Own the financial performance of assigned accounts, including revenue and profitability.
• Lead, motivate, and develop high‑performing cross‑functional teams.
• Collaborate with internal stakeholders to manage commitments, risks, and growth opportunities.

Skills

Executive client relationship mgmt

Strategic account leadership

Business and financial acumen

Service delivery excellence

Leadership and people development

Stakeholder governance

Communication and negotiation

Client-centric mindset

Education

Bachelor’s degree in Engineering, Technology, or Business

Postgraduate qualification in Business Management (preferred)

Job description

Client Services Leader Client Services Leader Job Description Company: NTT DATA, Inc. Job Title: Client Services Leader Function: Client Services / Delivery Leadership Location: Reporting To: Multi Tower Services Leader India Employment Type: Full-Time

Role Purpose

The Client Services Leader (CSL) is accountable for delivering an exceptional end-to-end client experience across assigned strategic accounts and portfolios. The CSL provides leadership across client engagement, service delivery, financial performance, account growth, and talent development. Working within a multi-practice, matrix environment, the CSL serves as the primary owner of the client relationship and ensures high-quality delivery, sustained client value, operational excellence, and profitable growth in alignment with NTT DATA, Inc.’s strategic priorities.

Key Responsibilities

• Client Relationship Management Serve as the primary point of accountability for the overall client experience. Establish and maintain trusted relationships with senior client stakeholders, including executive sponsors. Lead client governance forums, executive business reviews, service-performance meetings, and strategic account discussions. Ensure clear, proactive, and transparent communication regarding delivery performance, priorities, risks, and opportunities. Anticipate evolving client needs and align internal teams to deliver relevant, value-driven solutions.
• Delivery and Operational Excellence Provide leadership oversight across multiple delivery teams, practices, and service lines. Ensure adherence to contractual commitments, agreed service levels, quality standards, and governance requirements. Monitor account health, delivery milestones, service metrics, client satisfaction, and operational performance. Lead the identification, mitigation, and resolution of delivery risks, issues, escalations, and dependencies. Drive continuous-improvement initiatives to strengthen service quality, efficiency, innovation, and client outcomes.
• Financial Management and Business Growth Own the financial performance of assigned accounts or portfolios, including revenue, profitability, margin, forecasting, and cost optimization. Develop and execute account-growth strategies in partnership with sales, solutioning, delivery, and practice teams. Identify, shape, and pursue cross-sell, up-sell, and new-business opportunities. Ensure effective commercial governance, including scope management, change requests, resource utilization, and financial-risk management. Maintain focus on sustainable growth, long‑term client value, and profitable account expansion.
• People Leadership and Talent Development Lead, motivate, and develop high‑performing cross‑functional teams in a matrix environment. Foster a culture of client centricity, accountability, collaboration, inclusion, and continuous learning. Drive employee engagement, talent retention, capability development, and leadership development initiatives. Establish and maintain succession plans for key delivery and leadership positions. Mentor emerging leaders and ensure appropriate skills, capacity, and leadership capability are available to meet client needs.
• Stakeholder and Governance Management Collaborate with internal stakeholders across delivery, sales, finance, human resources, technology practices, and executive leadership. Establish effective account‑governance mechanisms to manage client commitments, operational performance, risks, and strategic initiatives. Provide timely and accurate reporting on account health, delivery performance, financial results, risks, and growth opportunities. Support informed decision‑making through data‑driven insights, recommendations, and action plans.

Required Qualifications and Experience

• Bachelor’s degree in Engineering, Technology, Business, or a related discipline.
• Postgraduate qualification in Business Management or a related field is preferred.
• Significant experience in IT services, consulting, managed services, enterprise delivery, or client‑account leadership.
• Demonstrated experience managing strategic accounts, complex client engagements, or large delivery portfolios.
• Proven accountability for client satisfaction, service delivery, revenue growth, margin performance, and people leadership.
• Experience working within a global, multi‑practice, matrix organization is preferred.

Core Competencies

• Executive client relationship management
• Strategic account leadership
• Business and financial acumen
• Service delivery and operational excellence
• Revenue growth, cross‑selling, and up‑selling
• Margin management and cost optimization
• Risk, issue, and escalation management
• Leadership, influencing, and decision‑making
• Talent development and succession planning
• Communication, negotiation, and presentation skills
• Client‑centric and outcome‑focused mindset

Key Performance Indicators

• Client satisfaction, retention, and relationship strength
• Achievement of service‑level agreements and delivery‑quality standards
• Revenue growth, profitability, margin performance, and cost optimization
• Growth in cross‑sell, up‑sell, and new‑service opportunities
• Effective management of delivery risks, issues, and escalations
• Delivery predictability, operational efficiency, and continuous improvement
• Employee engagement, talent retention, and succession readiness

Equal Opportunity Statement

NTT DATA, Inc. is an equal opportunity employer committed to fostering an inclusive and diverse workplace. Employment decisions are based on business needs, job requirements, qualifications, merit, and performance.

Experience Level

Senior Level