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NTT America Solutions, Inc. Client Service Management Specialist in Mumbai, India
Want to be a part of our team?
Responsible for high-level relationship management and acts as client liaison during delivery of a professional services engagement or an outsourced solution. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business.
Working at NTT
The role of Client Service Specialists is to support and enable adherence to client contractual deliverables and process, maintaining a high degree of client satisfaction across all assignments.
Key Roles and Responsibilities: Build and maintain highly productive working relationships with all managed services teams. Build and maintain excellent working relationships with clients (internal to I&T) by clearly communicating, setting and managing expectations and achieving and maintaining a consistently positive client satisfaction rating. Utilise the ITIL framework in all practices to achieve highest degree of client delivery satisfaction. Engage in the escalation management process, together with the Services team and group major incident management center. Engage in business continuity activities to ensure minimal business issues and maximum risk management. Undertake any additional reporting and service coordination activities as required and represent the Information Technology function holistically to our internal clients. Coordinate and implement services deliverables in line with performance standards. Manage all ROE updates for accounts contracted within the teams’ portfolio. Engage with the Service Design and Development team for new services to be onboarded. Facilitate as the ‘single point of contact’ between the client and Operational / Architectural teams. Present MBR (Monthly Business Reviews) based on the defined operating model in place. Drive operating and service level agreement (OLA/SLA) delivery and improvements efforts. Continuously identify and implement process improvements to optimise the delivery engagement. Advise management of any identified service improvement opportunities to resolve delivery challenges where you require management support to achieve the required outcome. Produce reports as required for the relevant forums.
Knowledge, Skills and Attributes: Demonstrated ability to work under pressure Demonstrated ability to thoroughly plan, conduct and conclude small projects or tasks Excellent communication skills with proven ability to persuade, negotiate, and influence outcomes Client service orientation and attitude Ability to juggle multiple tasks and work in a high-pressure environment Time management is essential – this individual is highly organised Able to work both individually and as part of a team Business orientated with technical skills and background Strong interpersonal skills and solid team player Exceptional attention to detail An inquisitive mind and a can-do attitude Results driven, goal orientated attitude with a high degree of self-motivation
Academic Qualifications and Certifications: IT related degree ITIL Foundation v3/4 certification is preferred Advanced Excel is preferred - intermediate as a minimum MS Office skills - intermediate as a minimum (incl. MS Project) MS SharePoint skills - intermediate is preferred
Required Experience: Demonstrated experience participating in the delivery of ICT Managed Services Contracts is preferred Demonstrated experience in Resource Coordination or Sales Support roles is beneficial Demonstrated exposure to time & materials (T&M) and fixed price invoicing is beneficial
What will make you a good fit for the role?
Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?
Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.
We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.
You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!