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Senior Associate Managed Services Client Delivery Specialist

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NTT DATA

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Location:
Indonesia , Jakarta Selatan

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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 Senior Associate Managed Services Client Delivery Specialist at NTT DATA is a pivotal role focused on delivering managed services to clients while ensuring satisfaction and compliance with service level agreements. Candidates should possess a bachelor's degree in Information Technology or Business, with moderate experience in managed services and project management. Key responsibilities include client management, service delivery oversight, and collaboration with technical teams. Preferred certifications include ITIL and PMP. This is a full-time, on-site position 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
  • 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
  • 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

Nice to have:

  • Relevant ITIL certification preferred
  • Relevant project management certification (for example, PMP) is preferred

Additional Information:

Job Posted:
January 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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