Managed Services Client Delivery Specialist

Dimension Data; Saudi Arabia; On-site; USD 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Managed Services Client Delivery Specialist, where you'll oversee the delivery of managed services contracts to diverse clients. This dynamic role involves ensuring client satisfaction, managing service delivery, and collaborating with technical teams to resolve issues. With a commitment to excellence and innovation, you'll have the opportunity to enhance client relationships and drive service improvements. Embrace a workplace that values diversity and offers a platform for personal and professional growth, making a significant impact in the technology services industry.

Qualifications

• Bachelor's degree or equivalent in IT, Business, or related field.
• 1-3 years of relevant experience in managed services or support environments.

Responsibilities

• Ensure client satisfaction by delivering services according to defined SLAs.
• Manage service delivery to meet SLAs and quality standards.
• Coordinate project timelines, resources, and deliverables.

Skills

Service Delivery Management

Project Management

Client Relationship Management

Analytical Skills

Negotiation Skills

Problem Solving

Business Acumen

Education

Bachelor's degree in IT or Business

ITIL Certification

Project Management Certification (e.g., PMP)

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 contracts to clients.

This role supports the business and protects the company's reputation by managing contracts for local, small, and low to medium complexity clients, working closely with cross-functional teams to ensure client expectations are met and exceeded. The role involves service delivery, contract profitability, and handling complex service requirements across multiple sites or service offerings.

The Managed Services Client Delivery Specialist involves proactive client communication, project management, technical oversight, and problem-solving.

What You'll Be Doing

Key Responsibilities:

• Ensure client satisfaction by delivering services according to defined SLAs and service definitions.
• Serve as the primary contact for client inquiries, escalations, and feedback.
• Understand client business needs to tailor services accordingly.
• Manage service delivery to meet SLAs and quality standards.
• Collaborate with technical teams to resolve issues promptly.
• Monitor and improve client satisfaction through feedback mechanisms.
• Develop account plans to enhance engagement and retention.
• Identify opportunities for upselling or cross-selling services.
• Manage the implementation of new services, upgrades, and projects.
• Coordinate project timelines, resources, and deliverables.
• Ensure service delivery aligns with contractual and compliance requirements.
• Work with legal teams on contract governance issues.
• Monitor and report on contract performance.
• Oversee financial aspects like budgeting and forecasting, if applicable.
• Manage billing and invoicing processes, if applicable.
• Ensure client environments are secure, stable, and updated.
• Stay informed about industry trends and emerging technologies.
• Identify and mitigate service delivery risks.
• Develop contingency plans for disruptions.
• Maintain accurate records and documentation.
• Provide regular performance and satisfaction reports.

Knowledge, Skills, and Attributes:

• Passionate about service delivery and managing coordinated services.
• Analytical, proactive, self-driven, with a commitment to success.
• Strong understanding of managed services, including infrastructure, cloud, security, and support.
• Proficient in project management.
• Excellent communication, negotiation, and problem-solving skills.
• Customer-centric with proven client relationship management skills.
• Business and financial acumen for budgeting, forecasting, and billing.
• Familiarity with ITIL or similar frameworks.
• Ability to work under pressure with excellent organizational skills.
• Collaborative team player with adaptability and a customer-focused mindset.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in IT, Business, or related field.
• ITIL certification preferred.
• Project management certification (e.g., PMP) preferred.
• 1-3 years of relevant experience.

Required Experience:

• Experience in managed services or support environments.
• Experience in service delivery and client management.
• Proven track record of delivering managed services meeting SLAs.
• Experience with contractual compliance and performance monitoring.
• Experience managing service delivery projects and client satisfaction.

Workplace type: On-site

About NTT DATA

NTT DATA is a $30+ billion global innovator in business and technology services, serving 75% of the Fortune Global 100. We invest heavily in R&D and are committed to innovation, sustainability, and diversity. Our services include consulting, data and AI, industry solutions, and infrastructure management. Headquartered in Tokyo, NTT DATA is part of the NTT Group.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer, embracing diversity and providing an environment free of discrimination and harassment. We welcome applicants from all backgrounds to join our growing global team.