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Senior Associate Service Delivery Specialist

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NTT DATA

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Location:
Thailand , Bangkok

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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 Service Delivery Specialist at NTT DATA is responsible for managing client contracts, ensuring service delivery, and maintaining client satisfaction. This role requires strong communication skills, analytical thinking, and the ability to manage service governance. A bachelor's degree in Information Technology or Business Administration is required, along with ITIL certification. The position is full-time and on-site, emphasizing diversity and inclusion in the workplace.

Job Responsibility:

  • Works as an Independent Contributor (IC) under the guidance of a manager and acts as the interface between the client and the organization
  • Performs client facing service activation activities and support GDC in service activation completion
  • Responsible for operations performance, including - Creating Service reports with accuracy and quality
  • Escalation management and Reporting
  • Meeting management with clients
  • Change Management - record changes to RoE, SoW, Asset Verification for Service First incidents
  • Track RMA returns, client follow up and delivery of assets
  • Completes vendor follow up for contract backout issues
  • Ensures Manage Centre activation
  • Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services
  • Receives and manages change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations etc.
  • Interfaces with internal contract management teams to normalize and execute change orders
  • Supports billing / invoicing inquiries and / or disputes
  • Monitors client satisfaction and identify service improvement plans to address client’s satisfaction with the service

Requirements:

  • Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related field
  • ITIL Certification, such as ITIL Foundation or higher-level certifications
  • Moderate level of demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider
  • Moderate level of experience delivering IT services, managing IT projects, and understanding the IT service lifecycle
  • Moderate level of experience in managing client relationships, understanding client needs, and ensuring client satisfaction
  • Ability to establish strong relationships with internal stakeholders and external clients
  • Good written and verbal communication skills
  • Displays an analytical mindset with good problem-solving skills and can use initiative to drive innovation
  • Ability to work well in a pressurized environment
  • Good client service orientation
  • Displays assertiveness in approach as well as persuasion and influencing abilities
  • Passionate, strong initiative, self-driven with commitment to succeed
  • Developing proficiency in project management, including planning, execution, monitoring, and project delivery

Nice to have:

  • Project Management Professional (PMP) certification desirable
  • Client Relationship Management certification desirable

Additional Information:

Job Posted:
January 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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