Managed Services Client Delivery Specialist

Dimension Data / NTT ltd; Riyadh; On-site; SAR 250,000 - 450,000; Full time

Job summary

Dimension Data / NTT ltd is seeking a service delivery and account management professional to ensure high-quality managed services for clients in the Saudi market. You will act as the main liaison for client inquiries, escalate issues, and tailor services to meet business objectives.

The role involves coordinating with technical teams to resolve incidents and driving client satisfaction through proactive engagement.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Business.
• ITIL certification preferred.
• PMP or other project management certification preferred.

Responsibilities

• Ensure services are delivered according to defined SLAs and service definitions.
• Serve as primary point of contact for client inquiries escalations and feedback.
• Tailor services to client business needs and objectives.
• Oversee managed services delivery meeting SLAs and quality standards.
• Collaborate with technical teams to resolve issues and incidents promptly.
• Regularly monitor client satisfaction and report outcomes.

Skills

Service delivery

Account management

Project management

Client relationship

Communication

Financial acumen

Budgeting

Forecasting

Billing

Cross-functional collaboration

Risk management

ITIL familiarity

Negotiation

Education

Bachelor's degree in Information Technology or Business

Job description

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

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 demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms
• Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality

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 demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms. Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.