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
Work closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establish evaluation criteria, evaluate alternative options and assist with the decision to select the most appropriate vendor / supplier
Engage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance
Develop and manage an annual operating budget and work with the Commercial Team, ensure that monthly and pass-through billing happens
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 Board members, the monthly Account Forum with the respective Business Units and the Steering Committee 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
Negotiates and resolves contractual issues, including failure to meet contractual obligations
Partner 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, 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
Strong collaboration skills
Ability to work well in a pressurized environment
Excellent client centricity
Excellent business acumen and commercial skills
Highly analytical with proven negotiation skills
Passionate, strong initiative, self-driven with a commitment to succeed
Academic Qualifications and Certifications :
Demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree;
or a PhD or equivalent degree without experience; or equivalent work experience
ITIL certification
Required Experience :
Demonstrated client engagement experience at a very senior level
Demonstrated experience in a Managed Services and / or Support Services environment
What will make you a good fit for the role?
Standard career level descriptor for job level :
Seasoned and experienced professional
Has full understanding of specialisation area
Resolves wide range of issues in creative ways
Fully qualified, career level, career journey-orientated
Uses good judgement in selecting tools and methods to solve problems
Networks with senior internal and external people in own area of expertise
Receives little instruction on day-to-day work, receives general instructions on new assignments
Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree;
or a PhD or equivalent degree without experience; or equivalent work experience
