Managed Services Client Delivery Specialist

nttlimited; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

NTT DATA in Riyadh, Saudi Arabia, is seeking a seasoned Managed Services Client Delivery Specialist to oversee end-to-end delivery of managed services for assigned client contracts. You will manage service delivery, client communications, and cross-functional collaboration to ensure SLAs and contractual requirements are met.

You will lead project coordination, risk management, budgeting, and reporting while maintaining a strong client focus and driving service quality improvements across

Qualifications

• Bachelor's degree in Information Technology or Business or related field.
• ITIL certification preferred.
• PM certification (PMP or equivalent) preferred.

Responsibilities

• Ensure client satisfaction by delivering services per defined SLAs.
• Serve as primary contact for client inquiries, escalations, and feedback.
• Tailor services to client needs based on understanding of their objectives.
• Ensure delivery of managed services meeting SLAs and quality standards.
• Collaborate with technical teams to resolve issues promptly.
• Monitor client satisfaction and report on performance.
• Develop account plans to improve engagement and retention.
• Identify opportunities for upselling or cross-selling additional services.
• Coordinate new services, upgrades, and project deliveries for clients.
• Ensure delivery aligns with contractual agreements and compliance.

Skills

Service delivery

Project management

Client relationships

Communication

Financial acumen

ITIL

Education

Bachelor's degree in IT or Business

Tools

ITSM tools

Contract management software

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.

Your day at NTT DATA

The Managed Services Client Delivery Specialist 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 Managed Services Client Delivery Specialist 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.
• 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.

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.

Academic qualifications and certifications

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (for example, PMP) is preferred.

Required experience

• Seasoned demonstrated experience in a managed services and/or support services environment.
• Seasoned demonstrated experience in managed services - 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 managing service delivery projects for clients.
• Seasoned