Support Service Level Manager

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

Job summary

NTT DATA is seeking a Service Delivery Specialist to ensure continuity of service and drive client satisfaction across medium to large contracts. You will govern contracts, manage service delivery, and coordinate with regional and global stakeholders to optimize outcomes.

You will work across multiple sites, leading service reviews, handling change requests, and ensuring governance, runbooks, and documentation are up to date while supporting billing inquiries and ensuring client satisfaction.

Qualifications

• Strong relationship management and client-facing skills.
• Experience delivering IT services and managing IT projects.
• Familiarity with service lifecycle and contract governance.

Responsibilities

• Manage client relationships and the services contract across accounts.
• Lead service activation and coordinate with Delivery and GDC teams.
• Oversee service delivery performance, governance, and reporting.

Skills

Relationship management

Service delivery management

Communication skills

Problem solving

Pressure handling

Client service orientation

Persuasion and influence

Budget and resource management

Project management

Negotiation

Education

Bachelor’s degree or equivalent in IT or Business Admin

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.

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.

Your day at NTT DATA

The Service Delivery Specialist is a seasoned subject matter expert, responsible for providing continuity in service and acts as an advocate for the client. This role supports the business by taking responsibility for overall contract management for medium to large complex client contracts and is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.

The Service Delivery Specialist may operate across multiple sites or Support Services offerings. They are the primary interface managing the services relationship between the client and the organization. This role owns the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

The Service Delivery Specialist role is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion.

It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

Key responsibilities

• Works as an Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and the organization.
• Performs client facing service activation activities and support the GDC in service activation completion.
• Responsible for operations performance, including - Service Improvement Plans; Establishes, monitors and reports Service Delivery Reports; Escalation management and Reporting; Meeting management with clients.
• Major incidents - scrutinizes adherence to process, recommends changes when SLAs are not met and works with larger delivery teams.
• Change Management – manages and owns all RoE changes.
• Service First - owns Service First asset verification and contract status.
• Vendor Backout - manages backout issues with Vendor.
• Works with Transition teams and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation.
• Updates runbook regularly to reflect the necessary changes. The runbook content includes Network map(s); Site-level engineering diagrams; Client and site contacts; Configuration item and IT service mappings (relationships).
• Leads and facilitates resolution of products and technical issues in concern with assigned Technical Account Manager.
• Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services.
• Receives and manages change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations etc.
• Interfaces with internal contract management teams to normalize and execute change orders.
• Reviews new offers and service capabilities with the appropriate members of team.
• Supports billing / invoicing inquiries and / or disputes.
• Monitors client satisfaction and identify service improvement plans to address client’s satisfaction with the service.

To thrive in this role, you need to have

• Ability to establish strong relationships with internal stakeholders and external clients.
• Seasoned ability in managing coordinated delivery of service.
• Excellent written and verbal communication skills.
• Highly analytical with good problem-solving skills and can use initiative to drive innovation.
• Ability to work well in a pressurized environment.
• Excellent client service orientation.
• Displays excellent persuasion and influence abilities.
• Passionate, strong initiative, self-driven with commitment to succeed.
• Seasoned ability to manage budgets, resources, and timelines for service delivery projects.
• Seasoned proficiency in project management, including planning, execution, monitoring, and project delivery.
• Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery.

Academic qualifications and certifications

• Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related field.
• Cisco Certified Network Professional (CCNP) certification desirable.
• ITIL Certification, such as ITIL Foundation or higher-level certifications.
• Project Management Professional (PMP) certification desirable.
• Client Relationship Management certification desirable.

Required experience

• Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider.
• Seasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycle.
• Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction.

Workplace type

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.