Manager: client services

Eastern Cape, Eastern Cape

R 300000 ZA Per annum

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘i NTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges. With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. Your career here is about believing in yourself, and taking on great opportunities and new challenges. It’s about growing your skills and expertise in your current role and preparing yourself for the future. That’s why we encourage you to take every opportunity to grow your career within our great global team. Are you ready to take the next step in your career?Responsible for high-level relationship management with clients. Serves as the primary management contact and 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. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business. What you'll be doing The Manager: Client Servicestakes responsibility for the overall management of clientdelivery managers and also their clientcontracts. This role manages all aspects ofclient delivery management and willbe required tooverseethe client management activities between Client Delivery, Service Transition, Support Services, Technical Services and Managed Services contracts within the local city. Their primary objective isensuringclient satisfaction, service delivery and contract profitability for their portfolio of clients / contracts. They do this by motivating their team members and inspiring outstanding service delivery performance in accordance with service definitions and service level agreements. Themainresponsibility of the role is to plan, co-ordinate and ensure the implementation of operational activities and processes in order to deliver onclient servicesand to continuously enhance service delivery. This rolecontributesto the definition and management of the Client Service Delivery strategy and execution thereof. They implement the local strategy in line with the regional strategy that considers the business today and implements a strategy to improve, including the structure and implementation of a services model to meet the business needswithin local city. Key Roles and Responsibilities: Clientservicedelivery Influences the strategic direction and takes responsibility for the full range of clientdeliveryfunctions, including organisational frameworks forclient satisfaction, service standards and operational agreements. Adheres toservice channels, service levels, standards and the monitoring process forclient service deliveryor servicedelivery employees. Provides leadership to deliver the serviceculture required to deliveron the definedorganisational outcomes. Puts the client at the centre of everything we do. Relationship Management Identifies the communications and relationship needs of stakeholder groups. Translates communications/stakeholder engagement strategiesinto specific activities and deliverables. Facilitates open communication and discussion between stakeholders, acting as a single point ofcontact by developing, maintaining and working tostakeholder engagement strategies and plans. Provides informed feedback to assessand promote understanding. Facilitates business decision-making processes. Captures and disseminates technical and businessinformation. Contract management Oversees and measures the fulfilment of contractual obligationsacross Support Services, Technical Services and Managed Services. Uses key performance indicators (KPIs/Feebee Insights) to monitor and challengeperformance and identify opportunities for continuous improvement. Developsand implements strategies to address under-performance and compliancefailures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders aboutthe implications and consequences for the business and/or the procurement element of programmes/projects. Negotiates variations andseeks appropriate authorisation. Actively supports and engages with experts and stakeholders to ensure continuous improvements areidentified through review and benchmarking processes. Develops and implements change management protocols. Works with Go-To-Market Practices tomigrate contracts from traditionallabour-intensive service delivery models tooutcomes-basedservice delivery models. Business Risk Management Investigates and reports on hazards and potential risk events within a specific function or business area. Mentor/ Coach/ Advisor To enable their team to achieve their objectives,the Manager: Client Servicesacts as a mentor/coach to the Client Delivery Managers. They do this by customising their approach, planning for their coaching interactions and communicating expectations. Theygenerally act as an advisor, assisting the Client Delivery Management team with ensuring the development and execution of excellentservice delivery against negotiated agreements. Resourcing Contributes toresource plans, includinginvolvement inrecruitment interviews. Supportsselection, assessment and on-boarding processes, andinternal resource allocation. Contributes to transitioning of resources, complying with relevant statutory or external regulations and codes ofgood practice. Supports staff development, rotation and career development. Work Outputs Establish and develop relationships Manager: Client Servicesestablishesstrong relationships with clientstakeholders,servicedeliveryportfoliosand go-to-market practices and they have excellent relationshipbuilding skills. They collaborate with other services delivery portfolio managers, clientdeliverymanagers, client managers, projectmanagers and delivery teams to create and develop full client contract plans that will form the basis of servicedelivery. In so doing, they assist with the preparation and evaluation of service level agreements. They analyse client satisfaction surveyresults and ensure that the information is used to enhance service delivery in line with client expectations and drive continual service improvement. Execute strategy Contributes to the tactical strategy and executes a supporting operational strategy. Recommend best practice for the deployment and ongoing operations management and support for service contracts. They understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness. They will work with other Dimension Data service units to build best practice services for our clients. They ensure that IT services are aligned to the client’s business requirements. They will contribute to the development and implementation of a service management and delivery strategy for the Services business. The Manager: Client Services willensure that regular service audits in line with client and contract requirements are planned, communicated, initiatedand completedutilising servicedelivery assurance. They are responsible for ensuring that the service definitions and SLA’s stay up to date withthe client needs, through applying contract change management, risk, and financial management. They resolve problems and issuesescalated and act as the point of escalation for their direct reports. Budget management and profitability analysis They are required to develop and manage an annual operational budgetfor theirclient base. The Manager: Client Servicesare responsible for working with the commercial team tosignoffthe annual CPI increaseapplicable to client contracts. This role is also responsible for setting targets to improve gross profit by implementing new ways of work. Service Client Review Meetings The Manager: Client Servicesis required to collaborate and engage with a variety of stakeholders, including the Service Client Review Boardmembers, to ensure the delivery of servicesagainst the agreed Balanced Scorecard. They plan, co-ordinate and facilitate the Service Client Review Meetings. They produce and use reportsnecessary to manage the process and maintain the expected levels of service,including Balanced Scorecard Requirements: At least8years'demonstrated ability and proven success in service deliveryoperations, financial analysis roles within a high technology environment, preferably withmulti-nationalexposure Experience Strong understanding ofservice delivery operations and evidence of continually improving client satisfaction and maximising gross profit Exposure with multi-national operations General operations management experience in an IT organisation in various disciplines, e.g. sales support / finance at a regional scale Proven experience in driving alignment to a common vision and working across multiple stakeholders to achieve results Experience as aleader of people (direct or indirect or virtually)Demonstrated experience in successfully executing strategic programmes Good experience in financial analysis and analytics with respect to a Services business Experience with profit and loss ownership#dimensiodatacareers What would make you a good fit for this role?Join our growing global team and accelerate your career with us. Apply today. A career at NTT means: Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries. Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’. Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world. Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all. Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

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