Director, Managed Services Client Delivery (m/w/d)

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Key Roles and Responsibilities:

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
• Defines, monitors, and reports on key performance indicators (KPIs) to measure and improve service delivery efficiency and effectiveness
• Allocates resources effectively, including people, technology, and infrastructure, to meet client demands efficiently
• Identifies and mitigates potential risks to client service delivery and proactively address issues as they arise
• Manages the budget for the managed services client delivery function, ensuring cost-effectiveness and profitability
• Collaborates with the technology team to integrate the latest tools and solutions that enhance service delivery capabilities
• Serves as the voice of the client within the organization, advocating for their needs and ensuring client-centric decision-making
• Consult the Legal Representatives within NTT and ensure that all contract escalations are addressed with contract governance
• Review all proposals delivered to the client and ensure that growth objectives within the account are in line with NTT’s overall growth objectives and serve the best interest of the client
• Contribute to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client
• Collaborate and engage with a variety of stakeholders, including the Business Review Boards and Steering Committees to ensure the delivery of services against the agreed Service Level Agreements
• Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
• Leading a team of several dozen managed and professional services experts providing multinational services to a large automotive client

Knowledge, Skills and Attributes:

• Uses extensive knowledge across functional areas to direct the application of existing policies and principles
• A deep understanding of the IT services industry, including trends, technologies, and best practices
• In-depth knowledge of managed network services, including service level agreements (SLAs), service delivery models, and service management frameworks
• Understanding of client needs, expectations, and industry-specific challenges to tailor services accordingly
• Strong leadership and management skills to lead a team of professionals and drive results
• Excellent communication skills, both written and verbal, for interacting with clients, team members, and stakeholders
• Ability to build and maintain strong client relationships, understand their needs, and ensure client satisfaction
• Proficiency in project management methodologies to plan, execute, and monitor service delivery projects effectively
• Budgeting and financial management skills to ensure profitable service delivery
• Ability to manage relationships with third-party vendors and partners as needed for service delivery
• Willingness and ability to adapt to changing technology, client requirements, and industry trends
• Focus on achieving measurable outcomes and delivering value to clients

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology or Business or related (or equivalent work experience)
• ITIL certification
• Project management certification (e.g., PMP) is preferred

Required Experience:

• Significant demonstrated experience in managed network services - service delivery and client management
• Significant demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
• Significant demonstrated experience in monitoring contract performance
• Significant demonstrated experience in proactive measures to address client concerns and continuously improve service quality
• Significant demonstrated experience in managing and leading a service delivery team and/or related function

Workplace type:

Hybrid Working

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