Client Delivery Management

NTT; Johannesburg; Hybrid; ZAR 1,420,000 - 2,131,000; Full time

Job summary

A leading technology services provider in Johannesburg is seeking a Senior Manager for Managed Services Client Delivery. This role involves managing client contracts, ensuring satisfaction, and leading a team while adhering to SLAs and quality standards. The ideal candidate has extensive experience in managed services delivery and strong leadership skills. Opportunities for hybrid work are available.

Benefits

Diverse working environment

Opportunities for growth

Access to global resources and innovations

Qualifications

• Deep understanding of IT services trends and best practices.
• Proficiency in project management methodologies.
• Financial management skills for profitable service delivery.

Responsibilities

• Manage team of Managed Services Client Delivery Specialists.
• Ensure client satisfaction and service delivery according to SLAs.
• Handle contractual compliance and performance monitoring.

Skills

IT services industry knowledge

Managed services expertise

Leadership skills

Communication skills

Analytical skills

Client relationship management

Education

Bachelor's degree in IT or Business

ITIL certification

Project management certification (e.g., PMP)

Job description

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 Manager, Managed Services Client Delivery is a senior management role, responsible for managing a team of Managed Services Client Delivery Specialists.

This role supports the business and protects the company’s reputation by taking responsibility for overall contract management for local, small and medium complexity client contracts.

This role is responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts. These clients require highly complex service delivery, typically across multiple sites and/or service offerings.

Key responsibilities :

• Responsible for client satisfaction by ensuring services are delivered according to agreed service definitions, SLAs, and contracts.
• Oversees the day-to-day delivery of managed services, ensuring adherence to SLAs and quality standards.
• Works closely with cross-functional teams to identify procurement methods, establish evaluation criteria, evaluate options, and select the most appropriate vendors.
• Engages proactively with suppliers to resolve incidents, problems, or unsatisfactory performance.
• Maintains strong relationships with key clients, serving as the primary contact for service inquiries, issues, and escalations.
• Addresses client concerns, resolves issues, and ensures satisfaction.
• Allocates resources effectively, including personnel, technology, and infrastructure.
• Identifies and mitigates potential risks to service delivery to minimize disruptions.
• Reviews proposals to ensure alignment with growth objectives and client interests.
• Acts as the client’s advocate within the organization, ensuring their needs are addressed promptly.
• Monitors service performance, identifies improvement areas, and implements quality enhancement strategies.
• Develops reporting mechanisms to track KPIs and provides updates to clients and management.
• Contributes to pre-sales by providing information and advice on service delivery approaches.
• Engages with stakeholders, including Review Boards and Steering Committees, to ensure SLA compliance.
• Drives service delivery excellence by motivating and inspiring team members.
• Negotiates and resolves contractual issues, including breaches of obligations.
• Partners with the organization to attract and fully utilize the right talent.
• Leads and mentors delivery managers, service coordinators, and support staff to meet goals and deliver exceptional service.

To thrive in this role, you need to have :

• Deep understanding of the IT services industry, including trends and best practices.
• Extensive knowledge of managed services, SLAs, service delivery models, and frameworks.
• Strong understanding of client needs and industry-specific challenges.
• Leadership and management skills to lead a professional team and drive results.
• Excellent communication skills, both written and verbal.
• Ability to build and maintain strong client relationships and ensure satisfaction.
• Proficiency in project management methodologies.
• Strong analytical and problem-solving skills.
• Financial management skills to ensure profitable service delivery.
• Ability to manage third-party vendor relationships.
• Client-centric mindset, prioritizing client needs and satisfaction.
• Adaptability to changing technology and industry trends.
• Ability to develop service delivery improvement plans.
• Focus on outcomes and value delivery.
• Teamwork and collaboration skills for cross-functional work.

Academic qualifications and certifications :

• Bachelor's degree or equivalent in IT, Business, or related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (e.g., PMP) preferred.

Required experience :

• Extensive experience in managed/support services environments.
• Proven experience in managed services delivery and client management.
• Successful history of meeting SLAs and quality standards.
• Experience in contractual compliance and performance monitoring.
• Experience managing service delivery projects and assessing client satisfaction.
• Leadership experience in managing service delivery teams.

Workplace type : Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion global innovator of business and technology services, serving 75% of the Fortune Global 100. We invest over $3.6 billion annually in R&D and are committed to sustainable innovation. As a Global Top Employer, our diverse team spans more than 50 countries, providing services in consulting, AI, data, infrastructure, and application management. NTT DATA is part of NTT Group, headquartered in Tokyo.

Equal Opportunity Employer

We are proud to be an Equal Opportunity Employer, embracing diversity and providing an environment free of discrimination and harassment. We do not discriminate based on age, race, gender, sexual orientation, religion, nationality, disability, or any other protected category. Join our global team and accelerate your career with us. Apply today.