Managed Services Client Delivery Specialist

at  NTT SINGAPORE PTE LTD

KNOWLEDGE, SKILLS AND ATTRIBUTES:

• Good knowledge of telecoms, collaboration and meeting room platforms like Microsoft Teams.
• Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
• Uses evaluation, judgment, and interpretation to select right course of action
• Passionate about service delivery with a strong ability to manage a coordinated delivery of service
• Highly analytical mindset, strong initiative, self-driven with a commitment to succeed
• Strong understanding of managed services, including infrastructure, cloud, security, and support
• Strong proficiency in project management
• Excellent communication, negotiation, and problem-solving skills
• Excellent client centricity, proven ability to manage client relationships and drive client satisfaction
• Business acumen, as well as financial acumen for budgeting, forecasting, and billing
• Familiarity with ITIL or other IT service management frameworks.
• Ability to work under pressure and has exceptional organisational skills and attention to detail
• Ability to work collaboratively with cross-functional teams
• Adaptability and a customer-focused mindset

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:

• Seasoned demonstrated experience in a managed services and/or support services environment
• Seasoned demonstrated experience in managed services - service delivery and client management
• Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
• Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements
• Seasoned demonstrated experience in monitoring contract performance
• Seasoned demonstrated experience in managing service delivery projects for clients
• Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms
• Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs)
• Acts as the primary point of contact for client inquiries, escalations, and feedback
• Understands client business needs and objectives to tailor required services accordingly
• Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
• Collaborates with technical teams to resolve client issues and incidents promptly
• Monitors and assesses client satisfaction regularly through feedback mechanisms
• Takes proactive measures to address client concerns and continuously improve service quality
• Develops account plans and strategies to enhance client engagement and retention
• Identifies opportunities for upselling or cross-selling additional services
• Manages the implementation of new services, upgrades, and projects for clients
• Coordinates project timelines, resources, and deliverables to ensure successful outcomes
• Ensures that service delivery aligns with contractual agreements and compliance requirements
• Consults with legal team to ensure that all contract escalations are addressed with contract governance
• Monitors and reports on contract performance
• May oversee financial aspects of client accounts, including budgeting and forecasting
• May manage billing and invoicing processes
• Collaborates with technical teams to ensure that client environments are stable, secure, and up-to-date
• Stays informed about industry trends and emerging technologies to provide informed recommendations to clients
• Identifies and mitigates risks associated with service delivery and client relationships
• Develops contingency plans for potential disruptions
• Maintains accurate records, client documentation, and incident reports
• Provides regular reports on service performance and client satisfaction to internal and external stakeholders
• Willing to join the Global Major Incident Management rota