Client Services Leader

NTT DATA, Inc.; Indianapolis (IN); On-site; USD 180,000 - 210,000; Full time

Job summary

NTT DATA, Inc. is seeking a Client Services Leader to own the end-to-end client experience across strategic accounts, guiding governance forums and executive reviews. You will align delivery teams with client priorities, monitor performance, and ensure value-driven outcomes.

The role emphasizes cross-functional leadership, growth through cross-sell and upsell, and a focus on profitability, risk management, and talent development within a global matrix environment.

Qualifications

• Bachelor’s degree in Engineering, Technology, or Business.
• Postgraduate qualification in Business Management preferred.
• Significant experience in IT services, consulting, managed services, enterprise delivery, or client-account leadership.
• Proven accountability for client satisfaction, service delivery, revenue growth, and people leadership.

Responsibilities

• Lead client relationships and governance across strategic accounts.
• Drive delivery excellence, SLAs, and client value.
• Oversee P&L, forecasting, and cost optimization.
• Mentor teams and develop leadership across delivery functions.

Skills

Executive relationship management

Strategic account leadership

Business acumen

Communication skills

Education

Bachelor’s degree in Engineering, Technology, or Business

Postgraduate qualification in Business Management preferred

Job description

Client Services LeaderJob DescriptionCompany:

NTT DATA, Inc.Job Title:

Client Services LeaderFunction:

Client Services / Delivery LeadershipLocation:

Reporting To:

Multi Tower Services Leader IndiaEmployment Type:

Full-TimeRole PurposeThe Client Services Leader (CSL) is accountable for delivering an exceptional end-to-end client experience across assigned strategic accounts and portfolios. The CSL provides leadership across client engagement, service delivery, financial performance, account growth, and talent development.Working within a multi-practice, matrix environment, the CSL serves as the primary owner of the client relationship and ensures high-quality delivery, sustained client value, operational excellence, and profitable growth in alignment with NTT DATA, Inc.’s strategic priorities.Key ResponsibilitiesClient Relationship ManagementServe as the primary point of accountability for the overall client experience.Establish and maintain trusted relationships with senior client stakeholders, including executive sponsors.Lead client governance forums, executive business reviews, service-performance meetings, and strategic account discussions.Ensure clear, proactive, and transparent communication regarding delivery performance, priorities, risks, and opportunities.Anticipate evolving client needs and align internal teams to deliver relevant, value-driven solutions.Delivery and Operational ExcellenceProvide leadership oversight across multiple delivery teams, practices, and service lines.Ensure adherence to contractual commitments, agreed service levels, quality standards, and governance requirements.Monitor account health, delivery milestones, service metrics, client satisfaction, and operational performance.Lead the identification, mitigation, and resolution of delivery risks, issues, escalations, and dependencies.Drive continuous-improvement initiatives to strengthen service quality, efficiency, innovation, and client outcomes.Financial Management and Business GrowthOwn the financial performance of assigned accounts or portfolios, including revenue, profitability, margin, forecasting, and cost optimization.Develop and execute account-growth strategies in partnership with sales, solutioning, delivery, and practice teams.Identify, shape, and pursue cross-sell, up-sell, and new-business opportunities.Ensure effective commercial governance, including scope management, change requests, resource utilization, and financial-risk management.Maintain focus on sustainable growth, long-term client value, and profitable account expansion.People Leadership and Talent DevelopmentLead, motivate, and develop high-performing cross-functional teams in a matrix environment.Foster a culture of client centricity, accountability, collaboration, inclusion, and continuous learning.Drive employee engagement, talent retention, capability development, and leadership development initiatives.Establish and maintain succession plans for key delivery and leadership positions.Mentor emerging leaders and ensure appropriate skills, capacity, and leadership capability are available to meet client needs.Stakeholder and Governance ManagementCollaborate with internal stakeholders across delivery, sales, finance, human resources, technology practices, and executive leadership.Establish effective account-governance mechanisms to manage client commitments, operational performance, risks, and strategic initiatives.Provide timely and accurate reporting on account health, delivery performance, financial results, risks, and growth opportunities.Support informed decision-making through data-driven insights, recommendations, and action plans.Required Qualifications and ExperienceBachelor’s degree in Engineering, Technology, Business, or a related discipline.Postgraduate qualification in Business Management or a related field is preferred.Significant experience in IT services, consulting, managed services, enterprise delivery, or client-account leadership.Demonstrated experience managing strategic accounts, complex client engagements, or large delivery portfolios.Proven accountability for client satisfaction, service delivery, revenue growth, margin performance, and people leadership.Experience working within a global, multi-practice, matrix organization is preferred.Core CompetenciesExecutive client relationship managementStrategic account leadershipBusiness and financial acumenService delivery and operational excellenceRevenue growth, cross-selling, and up-sellingMargin management and cost optimizationRisk, issue, and escalation managementLeadership, influencing, and decision-makingTalent development and succession planningCommunication, negotiation, and presentation skillsClient-centric and outcome-focused mindsetKey Performance IndicatorsPerformance in this role will be measured through:Client satisfaction, retention, and relationship strengthAchievement of service-level agreements and delivery-quality standardsRevenue growth, profitability, margin performance, and cost optimizationGrowth in cross-sell, up-sell, and new-service opportunitiesEffective management of delivery risks, issues, and escalationsDelivery predictability, operational efficiency, and continuous improvementEmployee engagement, talent retention, and succession readinessEqual Opportunity StatementNTT DATA, Inc. is an equal opportunity employer committed to fostering an inclusive and diverse workplace. Employment decisions are based on business needs, job requirements, qualifications, merit, and performance.