Senior Associate Managed Services Client Delivery Specialist

NTT
Indonesia
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsEducation: bachelorsSkills: ["Communication","Negotiation","Problem-solving","Organizational skills","Analytical mindset"]

Oversee end-to-end delivery of managed services contracts for local and mid-complexity client accounts, ensuring services meet SLAs and quality standards. Serve as the primary contact for client inquiries, escalations, and feedback, tailoring services to client objectives and monitoring satisfaction. Coordinate with cross-functional technical teams to resolve incidents, manage service delivery projects, and drive continuous improvement, contract performance reporting, and potential upsell/cross-sell opportunities.

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FursaFursa
NTT
NTT
10 months ago

Senior Associate Managed Services Client Delivery Specialist

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Last checked: 10 hours agoStatus: Live

Job Summary

Oversee end-to-end delivery of managed services contracts for local and mid-complexity client accounts, ensuring services meet SLAs and quality standards. Serve as the primary contact for client inquiries, escalations, and feedback, tailoring services to client objectives and monitoring satisfaction. Coordinate with cross-functional technical teams to resolve incidents, manage service delivery projects, and drive continuous improvement, contract performance reporting, and potential upsell/cross-sell opportunities.
Location: Indonesia
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Mid level

Key Responsibilities

  • •Oversee end-to-end delivery of managed services contracts, ensuring services align with service definitions, SLAs, and quality standards.
  • •Act as primary point of contact for client inquiries, escalations, and feedback; tailor services to client business needs and objectives.
  • •Collaborate with technical teams to resolve client issues and incidents promptly; monitor and assess client satisfaction regularly.
  • •Manage service delivery projects including implementation of new services, upgrades, resources, timelines, and deliverables to ensure successful outcomes.
  • •Monitor and report on contract performance (and may oversee budgeting/forecasting and billing/invoicing), including contract governance with legal for escalations.

Key Requirements

  • •Bachelor’s degree (or equivalent) in Information Technology, Business, or a related field.
  • •Moderate experience delivering managed services/support, including service delivery and client management.
  • •Demonstrated ability to meet SLAs and quality standards while delivering managed services to clients.
  • •Familiarity with ITIL (or other IT service management frameworks) and ability to work within service delivery and compliance requirements.
  • •Moderate experience monitoring contract performance and client satisfaction using feedback mechanisms; ability to continuously improve service quality.
Experience:Managed servicesIT service managementService delivery
Education:Bachelor's in Information Technology or Business (or related field)
Skills:CommunicationNegotiationProblem-solvingOrganizational skillsAnalytical mindset
Certifications:ITILPMP
Tech Stack:ITILCloudSecurity

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn