About the role

The Principal Managed Services Client Delivery Specialist at NTT DATA oversees end-to-end delivery of complex managed services contracts, acting as a trusted advisor to key clients across multiple sites and service offerings. Day-to-day work includes proactive client communication, project management, technical oversight, contract profitability management, vendor selection, budget oversight, and driving service delivery excellence against SLAs. The role is based in Bengaluru, India or Johannesburg, South Africa and operates on a hybrid work model.

What you’ll do

Responsible for client satisfaction by ensuring services are delivered according to agreed service definitions, SLAs, and other contracts
Cultivates and maintains strong client relationships, acting as a trusted advisor to key clients
Works closely with cross-functional teams to identify procurement methods, establish evaluation criteria, and assist in selecting the most appropriate vendor/supplier
Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance
Develops and manages an annual operating budget and works with the commercial team to ensure monthly and pass-through billing happens
Consults with the legal team to ensure all contract escalations are addressed with contract governance
Reviews all proposals delivered to the client and ensures growth objectives within the account align with the company's overall growth objectives
Contributes to pre-sales processes by providing information, determining delivery effort, and advising on the optimal approach to the client

What you’ll bring

Bachelor's degree or equivalent qualification in Information Technology, Business, or a related field
Extended proficiency in IT service management (ITSM) frameworks such as ITIL
Extended demonstrated experience in a managed services and/or support services environment
Extended demonstrated experience in managed services service delivery and client management
Excellent client-facing skills to build and maintain strong client relationships and act as a trusted advisor
Excellent written and verbal communication skills for interacting with clients, team members, and senior management
Extended analytical and problem-solving abilities to address complex service delivery issues
Ability to ensure successful execution of managed services contracts, meeting or exceeding SLAs and KPIs

Nice to have

Relevant ITIL certification preferred
Relevant project management certification (for example, PMP) is preferred
Extended understanding of relevant industry regulations and compliance requirements, especially in sectors like finance or healthcare
Extended understanding of financial management, including budgeting, forecasting, and cost optimization within managed services contracts
Extended skills in providing mentorship and guidance to foster a high-performance team culture
Extended proficiency in identifying and mitigating risks associated with service delivery and client relationships
A willingness to embrace and promote new technologies and practices to enhance service delivery
An inclination to work collaboratively with cross-functional teams, including sales, technical experts, and senior management

Skills

ITSM frameworksITILClient relationship managementContract managementBudget managementVendor selectionSLA managementProject management

Education

Bachelor's degree or equivalent qualification in Information Technology or Business or related field