Managed Services Client Delivery Specialist

About NTT DATA

NTT DATA is recognized for technical excellence and leading innovations, committed to making a difference for clients and society. The company fosters a diverse and inclusive workplace that supports growth and belonging.

Role Overview

The Managed Services Client Delivery Specialist is a full-time position based in Riyadh, requiring 5-10 years of experience. This role focuses on overseeing the end-to-end delivery of managed services contracts for clients, managing local, small, and low to medium complexity contracts. The specialist supports business objectives and protects the company's reputation by ensuring client expectations are met and exceeded, taking responsibility for service delivery and contract profitability for assigned client contracts. These contracts often involve complex service delivery across multiple sites or service offerings, requiring proactive client communication, project management, technical oversight, and problem-solving.

Key Responsibilities

• Ensure client satisfaction by delivering services according to agreed service definitions and Service Level Agreements (SLAs).
• Act as the primary point of contact for client inquiries, escalations, and feedback.
• Understand client business needs and objectives to tailor services accordingly.
• Ensure successful delivery of managed services, meeting SLAs and quality standards.
• Collaborate with technical teams to resolve client issues and incidents promptly.
• Monitor and assess client satisfaction regularly through feedback mechanisms.
• Take proactive measures to address client concerns and continuously improve service quality.
• Develop account plans and strategies to enhance client engagement and retention.
• Identify opportunities for upselling or cross-selling additional services.
• Manage the implementation of new services, upgrades, and projects for clients.
• Coordinate project timelines, resources, and deliverables to ensure successful outcomes.
• Ensure service delivery aligns with contractual agreements and compliance requirements.
• Consult with the legal team to address contract escalations with proper governance.
• Monitor and report on contract performance.
• Oversee financial aspects of client accounts, including budgeting, forecasting, billing, and invoicing processes.
• Collaborate with technical teams to ensure client environments are stable, secure, and up to date.
• Stay informed about industry trends and emerging technologies to provide informed recommendations to clients.
• Identify and mitigate risks associated with service delivery and client relationships, developing contingency plans for potential disruptions.
• Maintain accurate records, client documentation, and incident reports.
• Provide regular reports on service performance and client satisfaction to internal and external stakeholders.

Qualifications and Experience

• Academic Qualifications: Bachelor's degree or equivalent qualification in Information Technology, Business, or a related field.
• Certifications: Relevant ITIL certification is preferred. Relevant project management certification (*, PMP) is preferred.
• Required Experience:
  • Demonstrated experience in a managed services and/or support services environment.
  • Demonstrated experience in managed services, specifically in service delivery and client management.
  • Demonstrated experience in the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
  • Demonstrated experience in ensuring service delivery alignment with contractual agreements and compliance requirements.
  • Demonstrated experience in monitoring contract performance.
  • Demonstrated experience in managing service delivery projects for clients.
  • Demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
  • Demonstrated experience in taking proactive measures to address client concerns and continuously improve service quality.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role involves working with cross-functional teams to manage complex service delivery for clients across various sites and service offerings.

Application Process

Salary for this position will not be disclosed. Qualified candidates are encouraged to apply.