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NTT DATA Logo NTT DATA · IT - Administration

Manager Client Delivery - WinFS & M365

Germany, Munich · Job Posted February 19, 2026
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Job Description

The Client Delivery Manager – Microsoft 365 is responsible for the successful end-to-end delivery of Microsoft 365 services to clients, ensuring service performance, customer satisfaction, and contractual outcomes are achieved. The role acts as the primary client-facing lead for M365 delivery, coordinating technical teams, managing service governance, and driving continual service improvement aligned to client business objectives.

Job Responsibility

  • Own and manage client delivery for Microsoft 365 services, ensuring SLA, KPI, and contract commitments are met
  • Act as the primary escalation and relationship manager for M365 service delivery issues
  • Coordinate delivery across engineering, operations, security, and governance teams
  • Lead service review meetings, operational governance forums, and executive updates
  • Oversee incident, problem, and change management processes for client environments
  • Manage service onboarding, transitions, and operational readiness for this contract
  • Drive continual service improvement, automation, and optimisation initiatives
  • Ensure alignment between client requirements and Microsoft 365 roadmap changes
  • Manage risks, dependencies, and service improvement backlogs
  • Ensure service delivery aligns with security, compliance, and regulatory obligations
  • Support commercial activities including renewals, service expansions, and cost optimisation
  • Maintain accurate service documentation, reporting, and delivery artefacts
  • Collaborate with account management and sales on growth opportunities

Requirements

  • Strong ability to transition services from incumbent providers and set up your organisation for success
  • Strong understanding of managed services and client delivery operating models
  • Excellent client relationship management and communication skills
  • Ability to translate technical delivery into business outcomes
  • Strong service governance and risk management mindset
  • Confident decision-maker and problem-solver under pressure
  • Highly organised with strong prioritisation and coordination skills
  • Commercially aware with focus on value and outcomes
  • Collaborative leadership style across multi-disciplinary teams
  • Customer-centric, proactive, and continuous-improvement focused
  • 8+ years’ experience collaboration, or workplace technology services
  • 3–5 years in a managed services leadership or service management role
  • Proven experience delivering Collaboration services in enterprise or global environments
  • Experience managing distributed teams and third-party vendors
  • Strong background in SLA-driven service delivery and customer support
  • Experience operating in ITIL-based service management environments
  • Good awareness of the Microsoft 365 service portfolio: ITSM platforms (ServiceNow or equivalent)
  • Monitoring, reporting, and analytics for operational performance
  • Licensing models, capacity planning, and cost optimisation strategies
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