Client Delivery Executive
About The Position
Operations: 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. Manage Sales Enablement, ensuring integration with delivery teams. Apply best practices in organizational change management. Guide delivery leaders to align service offerings properly. 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
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
- 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.
- 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.
- Manage Sales Enablement, ensuring integration with delivery teams.
- Apply best practices in organizational change management.
- Guide delivery leaders to align service offerings properly.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
