Managed Services Client Delivery Specialist

About the Role

NTT DATA is seeking a Managed Services Client Delivery Specialist to join our team in Riyadh. This full-time role involves overseeing the end-to-end delivery of managed services contracts for clients, focusing on local, small, and low to medium complexity contracts. The specialist acts as a seasoned subject matter expert, ensuring client expectations are met and exceeded while maintaining service delivery and contract profitability for assigned accounts. This position supports business objectives and protects the company's reputation by managing complex service delivery across multiple sites and/or service offerings.

Key Responsibilities

• Ensure client satisfaction by delivering services according to agreed service definitions and Service Level Agreements (SLAs).
• Serve as the primary point of contact for client inquiries, escalations, and feedback.
• Understand client business needs and objectives to tailor services appropriately.
• Collaborate with technical teams to resolve client issues and incidents promptly.
• Monitor and assess client satisfaction regularly through feedback mechanisms and take proactive measures to improve service quality.
• Develop account plans and strategies to enhance client engagement and retention, identifying opportunities for upselling or cross-selling.
• Manage the implementation of new services, upgrades, and projects, coordinating timelines, resources, and deliverables.
• Ensure service delivery aligns with contractual agreements and compliance requirements, consulting with the legal team on contract escalations.
• Monitor and report on contract performance and oversee financial aspects of client accounts, including budgeting, forecasting, billing, and invoicing.
• 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, providing regular reports on service performance and client satisfaction.

Required Experience and Qualifications

• Experience: 5-10 years of demonstrated experience in a managed services and/or support services environment, including service delivery, client management, and contract performance monitoring. Proven experience in successful delivery of managed services to clients, meeting SLAs and quality standards, and managing service delivery projects.
• Education: Bachelor's degree or equivalent qualification in Information Technology, Business, or a related field.
• Certifications: Relevant ITIL certification preferred. Relevant project management certification (*, PMP) preferred.

Knowledge, Skills, and Attributes

• Strong ability to manage coordinated service delivery with a passion for client satisfaction.
• Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
• Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
• Seasoned proficiency in project management.
• Excellent communication, negotiation, and problem-solving skills.
• Excellent client centricity, with a proven ability to manage client relationships and drive client satisfaction.
• Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
• Seasoned familiarity with ITIL or other IT service management frameworks.
• Ability to work under pressure, with exceptional organizational skills and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• Adaptability and a customer-focused mindset.

Work Environment

This is a full-time position based in Riyadh, requiring close collaboration with cross-functional teams to ensure successful service delivery and client satisfaction.

Application Process

Candidates who meet the above requirements are encouraged to apply.