Senior Director Client Service

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 ‘iNTTerconnected’ 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.

**Want to be a part of our team?**

**Working at NTT**

As the Client Delivery Executive (CDE) you will be responsible for all client management and interaction on your allocated client contract\s, which includes: overall contract management, financial, P&L and commercial aspects of the client contract, as well as customer satisfaction, operational delivery, risk management, project governance, service delivery against SLA/KPI and service improvement management. Your portfolio will consist of one or more clients delivering all Dimension Data services to the client. In each of these instances, the CDE will manage the relationship and engagement with the client.

You will also need to use your initiative to drive innovation and growth by identifying opportunities within your client portfolio.

**What we will expect you to do**:
As Client Delivery Executive (CDE), you will be accountable for the following:

- Build strong relationships with your relevant client and internal Dimension Data stakeholders (spanning various levels, BUs and support functions).
- Ensure that an exceptional client experience is delivered through management of all project and operational engagements and activities to the client across Business Units, all contracts and NTT group brands.
- Lead the client dedicated service delivery team across all stages of the service lifecycle from service transition to service operation/transformation and continuous improvement.
- Engage commercial, contract management, technical, sales and other cross-functional teams to deliver expected client outcomes.
- Accountable for client satisfaction, contracted SLAs/KPIs and service improvement.
- Ideally, where applicable participate in contractual and SLA negotiations, including Master Service Agreement, service definitions and service levels. Fully responsible for the aforementioned after contract signature (including add-ons, change requests, additional projects, ARCs and RRCs).
- Total financial management to ensure cost management, profitability and the adherence to financial targets and processes, e.g. billing, debtors’ days, budget management.
- Manage P&L, forecast and balance sheet activities to ensure company requirements/targets are met
- Drive Growth in revenue and profitability by focusing on the AER portion of Land, Adopt, Expand, Renew (LAER).Ensure clients ADOPT our services.EXPAND the quantity and breadth of services we deliver and RENEW contracts before they expire.
- Identify new business opportunities and retain existing business revenue.
- Engage enterprise architects to define a client technology roadmap that demonstrates tangible client business improvements and cost savings and aligns client IT strategy with client business strategy
- Work closely with the Client CIO, IT Director and\or other stakeholders to understand strategic initiatives that impact on the partnership.
- Ensure governed steering committees with relevant stakeholders and manage the resulting actions and outputs.
- Accountable for delivering services against agreed Service Level Agreements (SLA’s) or other contracts with the client.
- Participate in the client strategy sessions to identify NTT group opportunities for technology solutions and services, and drive this through project implementation.
- Accountable for implementation of governance internally, as well as contracted governance on a tactical and strategic level. This includes all contractual reporting and obligations.
- Accountable for the monthly internal Client Business Review pack and presentation. All aspects of your delivery to your client will be formally assessed during this presentation.

**Key requirements**:

- 15 years ICT management experience, thereof at least 5 years providing managed services or IT outsourcing for multinational clients.
- General business and\or financial management experience.
- Contract management experience
- Experience with managing service transition/transformation and service operation programs
- An applicable IT or Business degree is preferred. In the absence of same, the first 5 bullets become critical.
- Management of cross-functional teams/partners (preferably within a matrix environment).
- A working knowledge and understanding of the NTT group and Dimension Data offerings is preferred.

**What will make you a good fit for th