Senior Associate Service Delivery Manager

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The Senior Associate Service Delivery Specialist is responsible for providing continuity in service and acts as an advocate for the client within NTT Ltd. They support the business by taking responsibility for overall contract management for small to medium client contracts. They are responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.

The Senior Associate Service Delivery Specialist may operate across multiple sites or NTT Ltd Support Services offerings. They are the primary interface managing the services relationship between the client and NTT Ltd. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

The Senior Associate Service Delivery Specialist role is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion. It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

Working at NTT

Key Roles and Responsibilities:

• Works as an Independent Contributor (IC) under the guidance of a manager, and acts as the interface between the client and NTT Ltd
• Performs client facing service activation activities and support GDC in service activation completion
• Responsible for operations performance, including:
  • Creating Service reports with accuracy and quality
  • Escalation management and Reporting
  • Meeting management with clients
  • Change Management - record changes to RoE, SoW, Asset Verification for Service First incidents
  • Track RMA returns, client follow up and delivery of assets
  • Vendor follow up for contract backout issues
  • Manage Centre activation

Knowledge, Skills and Attributes:

• Ability to establish strong relationships with internal stakeholders and external clients
• Excellent relationship building skills
• Strong ability in managing coordinated delivery of service
• Excellent written and verbal communication skills
• Analytical mindset with good problem solving skills and can use initiative to drive innovation
• Ability to work well in a pressurised environment
• Good client service orientation
• Assertive in approach and displays excellent persuasion and influencing abilities
• Good analytical skills with proven negotiation skills
• Passionate, strong initiative, self-driven with commitment to succeed
• Developing proficiency in project management, including planning, execution, monitoring, and project delivery
• Assertive in approach with developing proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery
• Works on problems of moderate scope, often varied and nonroutine where analysis requires a review of a variety of factors

Academic Qualifications and Certifications:

• Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related
• ITIL Certification, such as ITIL Foundation or higher-level certifications
• Project Management Professional (PMP) certification desirable
• Client Relationship Management certification desirable

Required Experience:

• Moderate level of demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organisation, preferably IT service provider
• Moderate level of experience delivering IT services, managing IT projects, and understanding the IT service lifecycle
• Moderate level of experience in managing client relationships, understanding client needs, and ensuring client satisfaction

Skills Summary

Conflict Management, Contract Management, Customer Centric Solutions, Managed IT Services, Negotiation, Project Management, Service Delivery, Service Level Agreement (SLA)

What will make you a good fit for the role?

Workplace type:

Hybrid Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.