Client-Centric Service Delivery Lead (Hybrid)

NTT; España; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

NTT DATA in the Philippines is seeking a Service Delivery Specialist to ensure continuity of service, manage client contracts, and drive profitability. This role acts as the primary interface for the client, owning service governance and running service management review meetings.

It coordinates with GDC for service activations and identifies improvement opportunities. The position requires strong relationship-building, communication, and project management skills, with a focus on delivering

Qualifications

• Bachelor's degree or equivalent in IT or business administration.
• ITIL Foundation or higher level certifications.
• PMI-PMP certification is desirable.
• Client relationship management certification is a plus.

Responsibilities

• Manage client services relationship and contract scope across accounts.
• Lead service activation activities and coordinate with GDC.
• Oversee operations performance, SIPs, and service delivery reports.
• Handle escalation management and regular client reviews.
• Manage changes, RoE updates, and contract variations.
• Develop and maintain runbooks with processes and contacts.
• Collaborate with contract management for change orders.
• Support billing inquiries and dispute resolution with clients.
• Monitor client satisfaction and drive service improvements.

Skills

Relationship management

Service delivery

Communication skills

Analytical thinking

Under pressure

Client orientation

Persuasion

Initiative

Budget management

Project management

Education

Bachelor's degree in IT/Business

ITIL Certification

PMP certification

CRM certification

Job description

NTT DATA in the Philippines is seeking a Service Delivery Specialist to ensure continuity of service, manage client contracts, and drive profitability. This role acts as the primary interface for the client, owning service governance and running service management review meetings.

It coordinates with GDC for service activations and identifies improvement opportunities. The position requires strong relationship-building, communication, and project management skills, with a focus on delivering