Client-Facing Service Delivery Lead

NTT America, Inc.; Petaling Jaya; Hybrid; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

Job summary

NTT DATA is seeking a Service Delivery Specialist to ensure continuity of service across client contracts, acting as the main liaison between the client and our organization. The role oversees governance, service activation, and runbooks, coordinating with regional and global teams to drive service excellence.

The incumbent will identify improvement opportunities, manage budgets and timelines, and support billing inquiries while maintaining high client satisfaction across medium to large ICT

Qualifications

• Bachelor’s degree in Information Technology or related field.
• ITIL Foundation or higher-level certifications.
• PMP certification desirable.
• Client relationship management certification desirable.

Responsibilities

• Serve as the primary interface managing the client-service relationship.
• Lead service activation activities and coordinate with Global Delivery Center.
• Monitor operations performance and produce Service Delivery Reports.
• Manage escalations, changes, and Runbooks for service delivery.
• Ensure client satisfaction, contract profitability and adherence to SLAs.

Skills

Client relationships

Service delivery

ITIL

Project management

Education

Relevant bachelor's degree

Tools

CRM software

Job description

NTT DATA is seeking a Service Delivery Specialist to ensure continuity of service across client contracts, acting as the main liaison between the client and our organization. The role oversees governance, service activation, and runbooks, coordinating with regional and global teams to drive service excellence.

The incumbent will identify improvement opportunities, manage budgets and timelines, and support billing inquiries while maintaining high client satisfaction across medium to large ICT