Client Delivery Executive (CDE II)

NTT DATA Americas, Inc.•Portland, OR

5d•Onsite

About The Position

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Client Delivery Executive (CDE II) to join our team in Portland, Oregon (US-OR), United States (US). Location : Portland, US-OR – Client Site Responsibilities: Operations: Accountable for end-to-end delivery of NTT DATA services for a specific client. Global delivery experience. Ensure adherence to contractual commitments. Monitor delivery quality and client satisfaction through direct interactions with key stakeholders. Develop and maintain Crisis Management/Disaster Plans. Implement project mitigation plans for yellow or red deliverables. Conduct Customer Governance meetings. Manage Outage/Escalation/Missed SLA incidents. Implement and execute automation and efficiency programs. Drive client improvement plans to enhance satisfaction. Utilize automation for repetitive tasks to boost performance and service quality. Possess a deep understanding of the delivery life cycle. Financials: Ensure accurate and timely revenue/cost/margin forecasts for assigned accounts. Manage costs in alignment with annual operating plans and point of sale. Develop action plans to close forecast gaps. Manage account ramp-up/ramp-down resources efficiently. Sales & Relationship: Collaborate with Client Executive to develop customer relationships, grow and expand the services footprint from NTT for the client, and manage risks. Excel in customer relationship management at CXO levels, presenting operations and strategic reviews to senior stakeholders. Act as a strategic delivery advisor to the executive leadership team. Manage Sales Enablement, ensuring integration with delivery teams. Leverage broader NTT DATA capabilities and resources strategically. Interface with customer architecture teams and senior leadership on emerging technologies. Governance: Serve as the main contact for client operations leadership. Maintain effective communication with all stakeholders and cross-functional teams. Stay informed about global industry trends and their impact on IT services. Organization: Apply best practices in organizational change management. Solve large, enterprise problems through matrixed organizations. Guide delivery leaders to align service offerings properly. Monitor and evaluate the performance of direct reports, providing feedback through coaching and the NTT DATA performance management process. Coach and mentor a large team of delivery leaders responsible for daily client operations.

Requirements

Advanced degree in Information Technology, Computer Science, Software Engineering, Computer Engineering, or Cybersecurity.
5+ years of experience working in the Manufacturing, Banking, Commercial or Healthcare Industries with customers.
8+ years of experience in transitioning and managing Application, Public/Private Cloud, Infrastructure, Security, Workspace and Consulting services.
8+ years of experience managing a highly leveraged service environment.
Excellent verbal and written communication skills.
Ability to work across multiple time zones.
Travel to Seattle from time to time.

Nice To Haves

Digital Transformation experience leveraging AI to refine knowledge insights.
Strong knowledge of and experience with ITIL Service Framework v4.
Experience in IT support and production escalations, including incident response and change lifecycles.

Responsibilities

Accountable for end-to-end delivery of NTT DATA services for a specific client.
Global delivery experience.
Ensure adherence to contractual commitments.
Monitor delivery quality and client satisfaction through direct interactions with key stakeholders.
Develop and maintain Crisis Management/Disaster Plans.
Implement project mitigation plans for yellow or red deliverables.
Conduct Customer Governance meetings.
Manage Outage/Escalation/Missed SLA incidents.
Implement and execute automation and efficiency programs.
Drive client improvement plans to enhance satisfaction.
Utilize automation for repetitive tasks to boost performance and service quality.
Possess a deep understanding of the delivery life cycle.
Ensure accurate and timely revenue/cost/margin forecasts for assigned accounts.
Manage costs in alignment with annual operating plans and point of sale.
Develop action plans to close forecast gaps.
Manage account ramp-up/ramp-down resources efficiently.
Collaborate with Client Executive to develop customer relationships, grow and expand the services footprint from NTT for the client, and manage risks.
Excel in customer relationship management at CXO levels, presenting operations and strategic reviews to senior stakeholders.
Act as a strategic delivery advisor to the executive leadership team.
Manage Sales Enablement, ensuring integration with delivery teams.
Leverage broader NTT DATA capabilities and resources strategically.
Interface with customer architecture teams and senior leadership on emerging technologies.
Serve as the main contact for client operations leadership.
Maintain effective communication with all stakeholders and cross-functional teams.
Stay informed about global industry trends and their impact on IT services.
Apply best practices in organizational change management.
Solve large, enterprise problems through matrixed organizations.
Guide delivery leaders to align service offerings properly.
Monitor and evaluate the performance of direct reports, providing feedback through coaching and the NTT DATA performance management process.
Coach and mentor a large team of delivery leaders responsible for daily client operations.