Senior IT Client Service Specialist

NTT Limited; San Francisco (CA); Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Medical insurance

401k with company match

Paid time off

Job summary

NTT DATA is seeking a Senior IT Client Service Specialist to act as the senior relationship manager for a region, ensuring contracted IT services meet business requirements and facilitating changes to the service catalogue.

In this role you will drive centralization efforts, governance, and continual service improvement, partnering with regional stakeholders and delivery providers to align outcomes with the partnership agreement.

Qualifications

• Bachelor's degree in Information Technology or a related field.
• ITIL Foundation V4 certification is required.
• Advanced demonstrated experience participating in ICT Services Contracts delivering.
• Advanced demonstrated experience in IT service delivery management for large multinational.
• Resource coordination experience is beneficial.
• Continuous service improvement experience.
• Advanced client satisfaction experience is essential.

Responsibilities

• Oversee the operational delivery of centralized IT services.
• Assist transformation teams in centralization of services by coordinating stakeholders.
• Ensure services align with the agreed Scope of Work.
• Collaborate with regional or service provider stakeholders to align service delivery with the partnership agreement.
• Govern regional/divisional risk and maintain an objective, trusted advisor stance.
• Manage escalations and contract obligations, including vulnerability management and service reporting.
• Develop and maintain governance for Continuous Improvement Register and regional strategy roadmap.
• Communicate during security incidents and escalations to stakeholders.
• Perform related tasks as required.

Skills

IT services knowledge

Business awareness

Analytical skills

Multi-tasking

Influence management

Communication skills

Documentation

Project management

Stakeholder management

Negotiation

Client engagement

Strategic thinking

Data analytics

Education

Bachelor's degree in Information Technology or related field

Tools

ITIL Foundation V4

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
• 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.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!