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Client Services Operations Specialist

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NTT DATA

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Location:
South Africa , Durban

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Client Services Operations Specialist works closely with colleagues from all Services divisions to manage all aspects of service delivery into the various service delivery contracts within their client(s) and ensure the continued focus on the execution of the agreed service plans and initiatives. The primary responsibility is to plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery.

Job Responsibility:

  • Manage the Service Delivery process
  • Manage strategy implementation
  • Transition of service contracts
  • Set financial targets
  • Manage stakeholder relationships
  • Ensure client satisfaction
  • Ensure operational efficiency
  • Dashboards all key Metrics and manages the about to be breached situations
  • Ensures that services are meet the stated service level agreement (SLA) levels
  • Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs
  • Monitors the operational effectiveness of support services and develops and implements the required improvement plans
  • Balances the needs of the client with the strategic direction of the organization
  • Understands the core issues affecting the client and works with the relevant service teams to resolve
  • Identifies needs, risks and issues and proposes appropriate solutions and courses of action
  • Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics)
  • Performs any other advanced operational tasks as required by leadership

Requirements:

  • 8 years experience in service delivery within a large-scale technology services environment across a range of services including outsourced services
  • Extensive experience in managed services and service delivery environment including technical and service management exposure
  • Track record of effective workshop facilitation and interviewing skills
  • Solid management and leadership experience
  • Possess working knowledge of ITIL with preference to executing in the environment
  • Demonstrate a broad understanding of the vast range of IT operations and Dimension Data service offerings
  • Possess knowledge and understanding of IT industry environment and business needs
  • Possess a strong business and commercial orientation with a supporting interest in technology
  • Demonstrate skills in persuasion and influencing management, staff, suppliers, clients and vendors
  • Possess excellent presentation and communications skills and comfort with communicating solutions to clients at a business and technical level
  • Demonstrate a strong client and quality orientation
  • Strong sense of urgency and accountability
  • Broad technical understanding of key Infrastructure and Security components
  • Seasoned work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment
  • Seasoned experience gained in a service delivery environment including technical and service management exposure
  • Seasoned experience in managing customer escalation situations and objection handling
  • Seasoned Managed Services operations experience
  • Information Technology Certificate or equivalent in Information Technology or Business Administration or related
  • ITIL foundation certification

Additional Information:

Job Posted:
March 01, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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