Client Delivery Executive

NTT DATA North America

1d•Onsite

About The Position

As a Client Delivery Executive II at NTT DATA, you will lead cross-functional delivery with a focus on client transformation, delivery excellence, profitable growth, cost reductions, and building high-performance teams. This role demands exceptional leadership, deep HiTech industry experience, a change agent mentality, and a proven track record in delivering complex digital IT solutions. The position is for client site Bay Area, CA.

Requirements

Advanced degree in Information Technology, Computer Science, Software Engineering, Computer Engineering, or Cybersecurity.
5+ years of experience working in the HiTech Industry with HiTech 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.
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.
Excellent verbal and written communication skills.
Ability to work across multiple time zones.
Extensive experience with ServiceNow

Responsibilities

Accountable for end-to-end delivery of NTT DATA services for a specific client.
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.