Team Lead, Managed Services Client Delivery Job at NTT DATA (Bangalore)

Job Description

The Team Lead, Managed Services Client Delivery is an entry-level position responsible for managing a team to ensure client satisfaction and effective service delivery. The role requires a bachelor's degree in Information Technology or Business, along with relevant ITIL and PMP certifications. Candidates should possess strong communication, leadership, and analytical skills, with experience in managed services and client management.

Job Responsibility

Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
Oversees the day-to-day delivery of managed services to clients, ensuring adherence to service-level agreements (SLAs) and quality standards
Works closely with cross functional teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier
Engages proactively and collaboratively with suppliers to resolve incidents, problems or unsatisfactory performance
Cultivates and maintains strong relationships with key clients, serving as the primary point of contact for service-related inquiries, issues, and escalations
Acts as a problem solver, addressing client concerns, resolving issues, and ensuring client satisfaction
Allocates resources effectively to meet client demands, including people, technology, and infrastructure
Identifies potential risks to service delivery and work proactively to mitigate them, ensuring minimal disruption to clients
Reviews all proposals delivered to the client and ensure that growth objectives within the account are in line with the company's overall growth objectives and serve the best interest of the client
Serves as the client's advocate within the organization, ensuring their needs and concerns are addressed promptly and effectively
Continuously monitors service performance, identifies areas for improvement, and implements strategies to enhance service quality and efficiency
Develops and maintains reporting mechanisms to track service delivery KPIs, and provide regular updates to clients and senior management
Contributes to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client
Collaborates and engages with a variety of stakeholders, including the Review Boards and Steering Committees to ensure the delivery of services against the agreed Service Level Agreements
Drives service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
Negotiates and resolves contractual issues, including failure to meet contractual obligations
Partners with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized
Learns the skills required to lead and mentor a team of delivery managers, service coordinators, and support staff to ensure they meet their goals and deliver exceptional client service

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
Demonstrated experience in a managed services and/or support services environment
Demonstrated experience in managed services - service delivery and client management
Demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards
Demonstrated experience in service delivery alignment with contractual agreements and compliance requirements
Demonstrated experience in monitoring contract performance
Demonstrated experience in managing service delivery projects for clients
Demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms
Demonstrated experience in proactive measures to address client concerns and continuously improve service quality
Some experience in managing and leading a service delivery team and/or related function
Understanding of the IT services industry, including trends, technologies, and best practices
Knowledge of managed services, including service level agreements (SLAs), service delivery models, and service management frameworks
Understanding of client needs, expectations, and industry-specific challenges to tailor services accordingly
Some basic leadership and management skills to lead a team of professionals and drive results
Good communication skills, both written and verbal, for interacting with clients, team members, and stakeholders
Ability to build and maintain strong client relationships, understand their needs, and ensure client satisfaction
Proficiency in project management methodologies to plan, execute, and monitor service delivery projects effectively
Displays analytical and problem-solving skills to address client issues and challenges proactively
Some budgeting and financial management skills to ensure profitable service delivery
Displays ability to manage relationships with third-party vendors and partners as needed for service delivery
Client centric mindset, always putting the client's needs and satisfaction first
Willingness and ability to adapt to changing technology, client requirements, and industry trends
Focus on achieving measurable outcomes and delivering value to clients
Collaboration and teamwork are essential, as the role involves working with cross functional teams

Nice to have

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

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