NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges. With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. **Want to be a part of our team?** Responsible for high-level relationship management with clients. Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business. **Working at NTT** The Manager: Client Services takes responsibility for the overall management of client delivery managers and also their client contracts. This role manages all aspects of client delivery management and will be required to oversee the client management activities between Client Delivery, Service Transition, Support Services, Technical Services and Managed Services contracts within the local city. Their primary objective is ensuring client satisfaction, service delivery and contract profitability for their portfolio of clients / contracts. They do this by motivating their team members and inspiring outstanding service delivery performance in accordance with service definitions and service level agreements. The main responsibility of the role is to plan, co-ordinate and ensure the implementation of operational activities and processes in order to deliver on client services and to continuously enhance service delivery. This role contributes to the definition and management of the Client Service Delivery strategy and execution thereof. They implement the local strategy in line with the regional strategy that considers the business today and implements a strategy to improve, including the structure and implementation of a services model to meet the business needs within local city. **Key Roles and Responsibilities:** **Client service delivery** Influences the strategic direction and takes responsibility for the full range of client delivery functions, including organisational frameworks for client satisfaction, service standards and operational agreements. Adheres to service channels, service levels, standards and the monitoring process for client service delivery or service delivery employees. Provides leadership to deliver the service culture required to deliver on the defined organisational outcomes. Puts the client at the centre of everything we do. **Relationship Management** Identifies the communications and relationship needs of stakeholder groups. Translates communications/stakeholder engagement strategies into specific activities and deliverables. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. Provides informed feedback to assess and promote understanding. Facilitates business decision-making processes. Captures and disseminates technical and business information. **Contract management** Oversees and measures the fulfilment of contractual obligations across Support Services, Technical Services and Managed Services. Uses key performance indicators (KPIs/Feebee Insights) to monitor and challenge performance and identify opportunities for continuous improvement. Develops and implements strategies to address under-performance and compliance failures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/projects. Negotiates variations and seeks appropriate authorisation. Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes. Develops and implements change management protocols. Works with Go-To-Market Practices to migrate contracts from traditional labour-intensive service delivery models to outcomes-based service delivery models. **Business Risk Management** Investigates and reports on hazards and potential risk events within a specific function or business area. **Mentor/ Coach/ Advisor** To enable their team to achieve their objectives, the Manager: Client Services acts as a mentor/coach to the Client Delivery Managers. They do this by customising their approach, planning for their coaching interactions and communicating expectations. They generally act as an advisor, assisting the Client Delivery Management team with ensuring the development and execution of excellent service delivery against negotiated agreements. **Resourcing** Contributes to resource plans, including involvement in recruitment interviews. Supports selection, assessment and on-boarding processes, and internal resource allocation. Contributes to transitioning of resources, complying with relevant statutory or external regulations and codes of good practice. Supports staff development, rotation and career development. **Work Outputs** **Establish and develop relationships** Manager: Client Services establishes strong relationships with client stakeholders, service delivery portfolios and go-to-market practices and they have excellent relationship building skills. They collaborate with other services delivery portfolio managers, client delivery managers, client managers, project managers and delivery teams to create and develop full client contract plans that will form the basis of service delivery. In so doing, they assist with the preparation and evaluation of service level agreements. They analyse client satisfaction survey results and ensure that the information is used to enhance service delivery in line with client expectations and drive continual service improvement. **Execute strategy** Contributes to the tactical strategy and executes a supporting operational strategy. Recommend best practice for the deployment and ongoing operations management and support for service contracts. They understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness. They will work with other Dimension Data service units to build best practice services for our clients. They ensure that IT services are aligned to the client’s business requirements. They will contribute to the development and implementation of a service management and delivery strategy for the Services business. The Manager: Client Services will ensure that regular service audits in line with client and contract requirements are planned, communicated, initiated and completed utilising service delivery assurance. They are responsible for ensuring that the service definitions and SLA’s stay up to date with the client needs, through applying contract change management, risk, and financial management. They resolve problems and issues escalated and act as the point of escalation for their direct reports. **Budget management and profitability analysis** They are required to develop and manage an annual operational budget for their client base. The Manager: Client Services are responsible for working with the commercial team to signoff the annual CPI increase applicable to client contracts. This role is also responsible for setting targets to improve gross profit by implementing new ways of work. **Service Client Review Meetings** The Manager: Client Services is required to collaborate and engage with a variety of stakeholders, including the Service Client Review Board members, to ensure the delivery of services against the agreed Balanced Scorecard. They plan, co-ordinate and facilitate the Service Client Review Meetings. They produce and use reports necessary to manage the process and maintain the expected levels of service, including Balanced Scorecard **Requirements:** + At least 8 years' demonstrated ability and proven success in service delivery operations, financial analysis roles within a high technology environment, preferably with multi-national exposure **Experience** + Strong understanding of service delivery operations and evidence of continually improving client satisfaction and maximising gross profit + Exposure with multi-national operations + General operations management experience in an IT organisation in various disciplines, e.g. sales support / finance at a regional scale + Proven experience in driving alignment to a common vision and working across multiple stakeholders to achieve results + Experience as a leader of people (direct or indirect or virtually) + Demonstrated experience in successfully executing strategic programmes + Good experience in financial analysis and analytics with respect to a Services business + Experience with profit and loss ownership \#dimensiodatacareers **What will make you a good fit for the role?** **Join our growing global team and accelerate your career with us. Apply today.** **A career at NTT means:** + Being part of a **global pioneer –** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries. + Being at the forefront of **cutting-edge technology –** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’. + **Making a difference –** by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world. + Being **your best self –** in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all. + Having ongoing opportunities to **own and develop your career –** with a personal and professional development plan and access to the broadest learning offerings in the industry.