Employee IT Experience Lead

NTT
Karnataka
Workplace: HybridFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Client relationship management","Mentorship","Communication","Analytical problem-solving","Risk mitigation"]

Own end-to-end delivery of managed services contracts for complex, multi-site client engagements, ensuring services meet agreed definitions, Service Level Agreements, and KPIs. Serve as a trusted advisor through proactive client communication, contract governance, and resolution of incidents and contractual issues. Manage contract performance and profitability, coordinate cross-functional teams, support pre-sales efforts, and drive continuous improvement to enhance customer experience and outcomes.

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FursaFursa
NTT
NTT
6 days ago

Employee IT Experience Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Own end-to-end delivery of managed services contracts for complex, multi-site client engagements, ensuring services meet agreed definitions, Service Level Agreements, and KPIs. Serve as a trusted advisor through proactive client communication, contract governance, and resolution of incidents and contractual issues. Manage contract performance and profitability, coordinate cross-functional teams, support pre-sales efforts, and drive continuous improvement to enhance customer experience and outcomes.
Location: Karnataka
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Ensure client satisfaction by delivering services according to service definitions, Service Level Agreements, and contract terms.
  • •Cultivate and maintain strong client relationships, acting as a trusted advisor and resolving client issues proactively.
  • •Oversee contract performance, including service delivery, profitability, risk identification/mitigation, and regular reporting to stakeholders.
  • •Manage annual operating budgets and coordinate with commercial teams for monthly and pass-through billing.
  • •Drive continuous improvement initiatives and motivate team performance against SLAs and KPIs.

Key Requirements

  • •Extended proficiency in IT service management (ITSM) frameworks such as ITIL to ensure service delivery best practices.
  • •Extended experience delivering managed services with strong service delivery, client management, and meeting SLAs and quality standards.
  • •Demonstrated experience aligning service delivery with contractual agreements, compliance requirements, and monitoring contract performance.
  • •Strong financial management experience, including budgeting, forecasting, cost optimization, and working with billing processes.
  • •Academic knowledge in IT or business, plus relevant ITIL certification preferred; PMP or equivalent project management certification preferred.
Experience:Managed servicesIT service managementITSMSupport servicesContract management
Education:Bachelor's in Information Technology or Business (or related field)
Skills:Client relationship managementMentorshipCommunicationAnalytical problem-solvingRisk mitigation
Certifications:ITILPMP
Tech Stack:IT service managementITILManaged servicesService Level Agreements (SLAs)KPIsPMP

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