Service Delivery Manager
TKO, Hong Kong

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?

The Service Delivery Manager takes responsibility for the overall management of a client contract. They support the business and protect the company’s reputation by taking responsibility for overall Contract management for local, small and low to medium complexity contracts.

They are responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts.

These clients require service delivery for more than one NTT Business Units and are often complex by nature and are typically across multiple sites or for multiple NTT service offerings.

Responsible for high-level relationship management and acts as 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. Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business.

Survey Tip : This role is focused on the relationship between the customer and solution provider during a project of a fixed duration.

Working at NTT

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, establishing evaluation criteria, evaluating alternative options and assisting 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 operational 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 organisation to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilised

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 pressurised environment

Excellent client centricity

Excellent business acumen and commercial skills

Highly analytical with proven negotiation skills

Passionate, strong initiative, self-driven with commitment to succeed

Academic Qualifications and Certifications :

Bachelor’s or equivalent and entry or basic level experience; or an advanced 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?

Join our growing global team and accelerate your career with us. Apply today.

Equal opportunity employer

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.

We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.


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