Senior Service Delivery & Client Success Lead

NTT Ltd.; Petaling Jaya; Hybrid; MYR 80,000 - 110,000; Full time

Job summary

NTT DATA Malaysia is seeking a Service Delivery Specialist to oversee contract management for medium to large ICT accounts and to drive service delivery excellence. You will act as the client’s advocate, ensuring satisfaction, governance, and profitability while coordinating with regional and global teams.

The role requires strong relationship building, superb communication, and robust project-management skills, with ITIL knowledge and experience handling budgets, timelines, and multi-site

Qualifications

• Bachelor’s degree in IT or Business Admin; ITIL Foundation or higher is required.
• Excellent client management, service delivery leadership and communication.
• Experience in ICT contracts, budgets, and cross-functional coordination.

Responsibilities

• Manage client service delivery for medium to large ICT contracts.
• Lead governance meetings and ensure contract profitability.
• Coordinate with GDC and Transition teams on service activation.
• Identify trends and drive service improvement plans.
• Support billing inquiries and client satisfaction monitoring.

Skills

Relationship management

Service delivery

Communication

Analytical thinking

Project management

Budget management

Education

Bachelor’s degree in Information Technology or Business Administration or related field

Tools

CRM systems

ITIL

Job description

NTT DATA Malaysia is seeking a Service Delivery Specialist to oversee contract management for medium to large ICT accounts and to drive service delivery excellence. You will act as the client’s advocate, ensuring satisfaction, governance, and profitability while coordinating with regional and global teams.

The role requires strong relationship building, superb communication, and robust project-management skills, with ITIL knowledge and experience handling budgets, timelines, and multi-site