Client Delivery Specialist (Japanese-speaking)

NTT Communications; Cyberjaya; Hybrid; MYR 100,000 - 120,000; Full time

Job summary

A leading global technology firm located in Malaysia is looking for a Client Delivery Specialist (Japanese-speaking) to oversee service delivery and contract management for clients. Successful candidates will have a proven track record of client satisfaction, a minimum of 5 years of experience in managed services, and advanced Japanese language skills. This role supports hybrid working, emphasizing diversity and inclusion in the workplace.

Benefits

Diversity and inclusion workplace

Career advancement opportunities

Qualifications

• Advanced to fluent level in Japanese (minimum JLPT N2) and business level English.
• Minimum 5 years of experience in managed services and client management.
• Demonstrated experience in delivering managed services to clients.

Responsibilities

• Ensure client satisfaction by meeting service level agreements.
• Act as the primary contact for client inquiries in Japanese and English.
• Monitor and report on contract performance.

Skills

Service delivery passion

Analytical mindset

Project management proficiency

Excellent communication skills

Client centricity

Education

Bachelor's degree in IT or Business

Tools

ITIL

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.

Your day at NTT DATA

The Client Delivery Specialist (Japanese-speaking) 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 Client Delivery Specialist (Japanese-speaking) involves proactive client communication, project management, technical oversight, and problem-solving.

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 in Japanese & English
• 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.

Academic qualifications and certifications:

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
• Language requirement: Advanced to fluent level in Japanese language (reading, writing & speaking, minimum JLPT N2 is required) & business level English

Required experience:

• Minimum 5 years demonstrated experience in a managed services and/or support services environment, 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 monitoring and assessing client satisfaction regularly through feedback mechanisms.
• Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.

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.

Advantageous certifications/ experience

• Relevant ITIL certification preferred.
• Relevant project management certification (for example, PMP) is preferred.

Workplace type:

Hybrid 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. Apply today