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:

The Client Delivery Manager at NTT DATA is a pivotal role responsible for overseeing the delivery of managed services contracts, ensuring client satisfaction and adherence to service level agreements. The ideal candidate will have a strong background in managed services and client management, with excellent communication and problem-solving skills. A bachelor's degree in Information Technology or Business is required, along with relevant certifications such as ITIL and PMP. This full-time position requires a minimum of 5 years of experience in a managed services environment, with a focus on service delivery and client management. The role is on-site and offers an opportunity to work in a diverse and inclusive environment.

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
Seasoned demonstrated experience in a managed services and/or support services environment
Seasoned demonstrated experience in managed services - service delivery and client management
Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements
Seasoned demonstrated experience in monitoring contract performance
Seasoned demonstrated experience in managing service delivery projects for clients
Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms
Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality
Passionate about service delivery with a strong ability to manage a coordinated delivery of service
Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed
Seasoned understanding of managed services, including infrastructure, cloud, security, and support
Seasoned proficiency in project management
Excellent communication, negotiation, and problem-solving skills
Excellent client centricity, proven ability to manage client relationships and drive client satisfaction
Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing
Seasoned 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 26, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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