Client Delivery Manager Job at NTT DATA (Jakarta Selatan)

Client Delivery Manager

NTT DATA

Location:
Indonesia , Jakarta Selatan

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Join NTT DATA as a Client Delivery Manager, where you will oversee the end-to-end delivery of managed services contracts. This role requires strong project management skills, client relationship management, and a solid understanding of ITIL frameworks. A Bachelor's degree in Information Technology or Business is required, along with relevant certifications such as ITIL and PMP. You will be responsible for ensuring client satisfaction, managing service delivery, and collaborating with cross-functional teams. This is a full-time, senior-level position based in Indonesia.

Job Responsibility:

Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs)
Acts as the primary point of contact for client inquiries, escalations, and feedback
Understands client business needs and objectives to tailor required services accordingly
Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
Collaborates with technical teams to resolve client issues and incidents promptly
Monitors and assesses client satisfaction regularly through feedback mechanisms
Takes proactive measures to address client concerns and continuously improve service quality
Develops account plans and strategies to enhance client engagement and retention
Identifies opportunities for upselling or cross-selling additional services
Manages the implementation of new services, upgrades, and projects for clients
Coordinates project timelines, resources, and deliverables to ensure successful outcomes
Ensures that service delivery aligns with contractual agreements and compliance requirements
Consults with legal team to ensure that all contract escalations are addressed with contract governance
Monitors and reports on contract performance
May oversee financial aspects of client accounts, including budgeting and forecasting
May manage billing and invoicing processes
Collaborates with technical teams to ensure that client environments are stable, secure, and up to date
Stays informed about industry trends and emerging technologies to provide informed recommendations to clients
Identifies and mitigates risks associated with service delivery and client relationships
Develops contingency plans for potential disruptions
Maintains accurate records, client documentation, and incident reports
Provides regular reports on service performance and client satisfaction to internal and external stakeholders

Requirements:

Bachelor's degree or equivalent qualification in Information Technology or Business or related field
Relevant ITIL certification preferred
Relevant project management certification (for example, PMP) is preferred
Moderate level of demonstrated experience in a managed services and/or support services environment
Moderate level of demonstrated experience in managed services - service delivery and client management
Moderate level of demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
Moderate level of demonstrated experience in service delivery alignment with contractual agreements and compliance requirements
Moderate level of demonstrated experience in monitoring contract performance
Moderate level of demonstrated experience in managing service delivery projects for clients
Moderate level of demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms
Moderate level of demonstrated experience in proactive measures to address client concerns and continuously improve service quality

Nice to have:

Passionate about service delivery with a strong ability to manage a coordinated delivery of service
Displays analytical mindset, strong initiative, self-driven with a commitment to succeed
Understanding of managed services, including infrastructure, cloud, security, and support
Seasoned proficiency in project management
Good communication, negotiation, and problem-solving skills
Good client centricity, proven ability to manage client relationships and drive client satisfaction
Relevant business acumen, as well as financial acumen for budgeting, forecasting, and billing
Familiarity with ITIL or other IT service management frameworks
Ability to work under pressure and has exceptional organizational skills and attention to detail
Ability to work collaboratively with cross-functional teams
Adaptability and a customer-focused mindset

Additional Information:

Job Posted:
January 25, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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