Senior IT Client Service Specialist

NTT Ltd.; California; Hybrid; USD 90,000 - 150,000; Full time

Job summary

NTT DATA is seeking a Senior IT Client Service Specialist to ensure contracts are governed and executed to client requirements. The role acts as the regional business relationship manager for Corporate IT Services, aligning service delivery with strategic goals and coordinating changes to the service catalogue.

The position requires advanced IT service delivery management experience, strong communication, and stakeholder engagement skills, with a focus on continuous improvement and risk

Qualifications

• Bachelor’s degree or equivalent in Information Technology or a related field.
• ITIL Foundation V4 certification is required.
• Advanced demonstrated experience participating in the delivery of ICT Services Contracts.
• Advanced demonstrated experience in IT service delivery management for large multinational.
• Advanced demonstrated client satisfaction experience is essential.

Responsibilities

• Accountable for the performance of all operational delivery of centralized IT.
• Engage transformation teams and coordinate service catalog changes.
• Serve as the senior regional/business relationship manager for Corporate IT Services.
• Govern service delivery governance and risk management for the region/division.
• Drive continual service improvement and optimization across services.
• Manage escalations and work with stakeholders to resolution.
• Ensure contract obligations are delivered, including reporting and security-related requirements.

Skills

IT service delivery management

Stakeholder engagement

Project management

Communication

Data analytics

Change management

Negotiation

Client relationship building

Education

Bachelor’s degree in Information Technology or related field

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 Senior IT Client Service Specialist is an advanced subject matter expert, responsible for ensuing all client contracts are governed and executed to client requirements.

This role acts as the business relationship manager to the region/division, ensuring that services meet the business’s requirements and facilitate any demands for changes to the service catalogue.

The Senior IT Client Service Specialist is the day-to-day, senior advocate to a single region/division representing Corporate IT Services.

Key responsibilities:

• Accountable for the performance of all operational delivery of centralized IT.
• Assists transformation teams in centralization of services by engaging the correct stakeholders within divisions and coordinate the engagement if required.
• Ensures the transformation is in line with the agreed Scope of Work.
• Works closely with the regional or service provider stakeholders and delivery providers to ensure the service aggregation is in line with the partnership agreement.
• Maintains a holistic position to ensure full objectivity and impartiality, maintaining the client’s strategic direction for Corporate IT - Become a trusted advisor.
• Accountable for management escalations and work with relevant stakeholders through to a resolution.
• Manages the contractual obligation that needs to be delivered, for example, vulnerability management, service reporting, escalations management.
• Governance of regional/divisional risk register.
• Ensures a culture of service management excellence is developed and maintained.
• Drives continual service improvement and optimization.
• Acts as a communication point during security major incidents and critical escalation to business stakeholders.
• Works with regional/divisional stakeholders to develop the regional/divisional strategy roadmap and the implementation thereof.
• Governance of the Continuous Improvement Register.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Advanced knowledge across Group delivered IT Services.
• Excellent business awareness and solid analytical skills.
• Ability to multi-task and prioritize with great attention to detail.
• Advanced proficiency in driving outcomes via influence management.
• Excellent communication and documentation skills.
• Excellent project management skills.
• Ability to persuade, negotiate and influence key stakeholders.
• Excellent client relationship building and engagement skills.
• Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations.
• Advanced understanding of business strategy and the ability to align service delivery efforts with organizational goals is vital.
• Advanced proficiency in using data and analytics to make informed decisions, track the performance of service delivery, and identify areas for improvement.

Academic qualifications and certifications:

• Bachelor’s degree or equivalent in Information Technology or a related field.
• ITIL Foundation V4 certification is required.

Required experience:

• Advanced demonstrated experience participating in the delivery of ICT Services Contracts is essential.
• Advanced demonstrated experience in IT service delivery management for large multinational.
• Advanced demonstrated experience in Resource Coordination is beneficial.
• Advanced demonstrated continuous service improvement experience.
• Advanced demonstrated client satisfaction experience is essential.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $90,000 - 150,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.