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Client Delivery Manager

Client Delivery Manager

NTT DATA, Inc.Petaling Jaya, Selangor, Malaysia
20 hours ago
Job description

Managed Services Client Delivery Specialist – NTT DATA

NTT DATA is a leading global innovator in business and technology services, serving 75% of the Fortune Global 100. With a commitment to diversity and inclusion, employees grow, belong, and thrive while delivering technical excellence and innovation to clients worldwide.

About the Role

The Managed Services Client Delivery Specialist is a seasoned subject‑matter expert responsible for overseeing the end‑to‑end delivery of managed services contracts to clients. The role manages contract profitability, ensures service level agreements (SLAs) are met, and coordinates with cross‑functional teams to provide proactive client communication, project management, technical oversight, and problem‑solving.

Key Responsibilities

  • Ensure client satisfaction by delivering services per agreed SLAs and account specifications.
  • Act as the primary point of contact for client inquiries, escalations, and feedback.
  • Understand client business needs and tailor services accordingly.
  • Collaborate with technical teams to resolve issues and incidents promptly.
  • Monitor client satisfaction and implement proactive improvements to service quality.
  • Develop account plans to enhance engagement and retention; identify upsell and cross‑sell opportunities.
  • Manage implementation of new services, upgrades, and projects, ensuring successful outcomes.
  • Ensure service delivery aligns with contractual agreements and compliance requirements.
  • Consult with legal to address contract escalations and governance.
  • Report on contract performance and client satisfaction to internal and external stakeholders.
  • Oversee financial aspects of client accounts, including budgeting, forecasting, billing, and invoicing.
  • Maintain accurate client documentation and incident records.
  • Stay informed on industry trends and emerging technologies to provide informed client recommendations.
  • Identify and mitigate risks related to service delivery and client relationships; develop contingency plans.

Knowledge, Skills & Attributes

  • Strong service‑delivery focus with coordinated delivery capabilities.
  • Analytical mindset, initiative, and self‑driven drive for success.
  • Deep understanding of managed services (infrastructure, cloud, security, support).
  • Proficiency in project management and ITIL or other IT service management frameworks.
  • Excellent communication, negotiation, problem‑solving, and client‑centricity.
  • Business acumen, including budgeting, forecasting, and billing.
  • Ability to collaborate across cross‑functional teams and work under pressure.
  • Adaptability and a customer‑focused mindset.

    • Academic Qualifications & Certifications

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

    • Required Experience

  • Seasoned experience in managed services and / or support services.
  • Demonstrated service delivery and client management in managed services.
  • Track record of meeting SLAs and quality standards.
  • Experience in aligning service delivery with contractual agreements and compliance.
  • Proven contract performance monitoring and service delivery project management.
  • Experience in assessing client satisfaction and continuously improving service quality.

    • Workplace Type

    On‑site working.

    About NTT DATA

    NTT DATA is a $30+ billion global innovator of business and technology services. We serve most of the Fortune Global 100, invest over $3.6 billion annually in R&D, and power digital and AI infrastructure worldwide.

    Equal Opportunity Employer

    NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. 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.

    Fraud Prevention Notice

    NTT DATA recruiters will never ask job seekers for payment or banking information during the recruitment process. All authentic communications will come from an @nttdata.com email address. If you suspect fraudulent activity, please contact us .

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    Delivery Manager • Petaling Jaya, Selangor, Malaysia