Vice President, Managed Services Client Delivery

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Your day at NTT DATA
The Vice President, Managed Services Client Delivery is a senior leadership role, responsible for overseeing the end-to-end delivery of managed services contracts to strategic clients, ensuring client satisfaction, and managing a team of Managed Services Client Delivery Specialists.

This role develops and maintains strong relationships with strategic clients, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.

The Vice President, Managed Services Client Delivery is responsible for ensuring client satisfaction, service delivery, and contract profitability for strategic client contracts.

What you'll be doing

Key Responsibilities:

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts.
• Develops and executes a strategic vision for the managed services client delivery management function that aligns with the organization's overall goals and objectives.
• Fosters and maintains strong relationships with key strategic clients, ensuring their needs are met, and expectations are exceeded.
• Implements best practices, standards, and processes to ensure the consistent delivery of high-quality managed services to clients.
• 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.
• Works closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier.
• Engages proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performance.
• Develops and manages an annual operational budget and works with the Commercial Team, ensures that monthly and pass through billing happens.
• Reviews all proposals delivered to the client and ensures that growth objectives within the account are in line with the company's overall growth objectives and serve the best interest of the client.
• Contributes 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.
• Collaborates and engages 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
• Drives service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements.
• Negotiates and resolves contractual issues, including failure to meet contractual obligations.
• Partners with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized.

Knowledge and Attributes:

• Substantial familiarity with the specific industry or industries the organization serves, including industry trends, regulations, and challenges.
• Substantial awareness of emerging technologies, trends, and innovations in the IT industry, such as AI, automation, and digital transformation.
• Substantial knowledge of various service delivery models, including ITIL (Information Technology Infrastructure Library) and Agile methodologies.
• Substantial understanding of client needs, preferences, and market dynamics to tailor service delivery strategies.
• Substantial proficiency in budgeting, financial analysis, and cost control to ensure profitability while delivering quality services.
• Substantial leadership and team management skills to inspire and guide a diverse team of professionals.
• Excellent verbal and written communication skills to interact effectively with clients, team members, and stakeholders.
• Ability to build and maintain strong client relationships, understanding their business goals and needs.
• Capacity to develop and execute strategic plans that align with organizational objectives.
• Strong analytical and problem-solving skills to address complex issues and make informed decisions.
• Proficiency in optimizing service delivery processes, improving efficiency, and managing resources effectively.
• Skill in negotiating contracts, service-level agreements (SLAs), and resolving disputes with clients or partners.
• Ability to identify and mitigate risks associated with service delivery, ensuring continuity and quality.
• Ability to adapt to changing industry trends, technologies, and client demands.
• Capacity to handle pressure, manage crises, and navigate challenges with composure.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (for example, PMP) is preferred.

Required Experience:

• Substantial demonstrated experience in a managed services and/or support services environment.
• Substantial demonstrated experience in managed services - service delivery and client management.
• Substantial demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
• Substantial demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
• Substantial demonstrated experience in monitoring contract performance.
• Substantial demonstrated experience in managing service delivery projects for clients.
• Substantial demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
• Substantial demonstrated experience in managing and leading a service delivery team and/or related function.
• Substantial demonstrated experience in managing and leading a service delivery team and/or related function.

Workplace type:
Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.