Senior IT Client Service Specialist

NTT•NorCal, CA

2d•Hybrid

About The Position

The Senior IT Client Service Specialist is an advanced subject matter expert, responsible for ensuring all client contracts are governed and executed to client requirements. This role acts as the business relationship manager to the region/division, ensuring that services meet the business's requirements and facilitate any demands for changes to the service catalogue. The Senior IT Client Service Specialist is the day-to-day, senior advocate to a single region/division representing Corporate IT Services.

Requirements

Advanced knowledge across Group delivered IT Services.
Excellent business awareness and solid analytical skills.
Ability to multi-task and prioritize with great attention to detail.
Advanced proficiency in driving outcomes via influence management.
Excellent communication and documentation skills.
Excellent project management skills.
Ability to persuade, negotiate and influence key stakeholders.
Excellent client relationship building and engagement skills.
Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations.
Advanced understanding of business strategy and the ability to align service delivery efforts with organizational goals is vital.
Advanced proficiency in using data and analytics to make informed decisions, track the performance of service delivery, and identify areas for improvement.
Bachelor's degree or equivalent in Information Technology or a related field.
ITIL Foundation V4 certification is required.
Advanced demonstrated experience participating in the delivery of ICT Services Contracts is essential.
Advanced demonstrated experience in IT service delivery management for large multinational.
Advanced demonstrated client satisfaction experience is essential.

Nice To Haves

Advanced demonstrated experience in Resource Coordination is beneficial.

Responsibilities

Accountable for the performance of all operational delivery of centralized IT.
Assists transformation teams in centralization of services by engaging the correct stakeholders within divisions and coordinate the engagement if required.
Ensures the transformation is in line with the agreed Scope of Work.
Works closely with the regional or service provider stakeholders and delivery providers to ensure the service aggregation is in line with the partnership agreement.
Maintains a holistic position to ensure full objectivity and impartiality, maintaining the client’s strategic direction for Corporate IT - Become a trusted advisor.
Accountable for management escalations and work with relevant stakeholders through to a resolution.
Manages the contractual obligation that needs to be delivered, for example, vulnerability management, service reporting, escalations management.
Governance of regional/divisional risk register.
Ensures a culture of service management excellence is developed and maintained.
Drives continual service improvement and optimization.
Acts as a communication point during security major incidents and critical escalation to business stakeholders.
Works with regional/divisional stakeholders to develop the regional/divisional strategy roadmap and the implementation thereof.
Governance of the Continuous Improvement Register.
Performs any other related task as required.