وظيفة أخصائي تسليم خدمات مدارة للعملاء لدى NTT DATA في الرياض
Managed Services Client Delivery Specialist
تفاصيل الوظيفة
انضم إلى شركة NTT DATA, Inc. في الرياض - المملكة العربية السعودية، كمختص تسليم الخدمات المدارة للعملاء (Managed Services Client Delivery Specialist).
نبذة عن الوظيفة
يتولى هذا الدور مسؤولية الإشراف على تسليم عقود الخدمات المدارة للعملاء من البداية إلى النهاية، مع التركيز على إدارة العقود المحلية والصغيرة والمتوسطة التعقيد. يعمل المختص بشكل وثيق مع فرق متعددة الوظائف لضمان تلبية توقعات العملاء وتجاوزها، وتحقيق الربحية التعاقدية. تتضمن المهام التواصل الاستباقي مع العملاء، وإدارة المشاريع، والإشراف الفني، وحل المشكلات.
المهام والمسؤوليات
- المسؤولية عن رضا العملاء من خلال ضمان تسليم الخدمات وفقاً لتعريفات الخدمة المتفق عليها واتفاقيات مستوى الخدمة (SLAs).
- العمل كنقطة اتصال رئيسية للعملاء للاستفسارات والتصعيد والملاحظات.
- فهم احتياجات وأهداف العملاء لتكييف الخدمات المطلوبة وفقاً لذلك.
- ضمان التسليم الناجح للخدمات المدارة للعملاء، مع الالتزام باتفاقيات مستوى الخدمة ومعايير الجودة.
- التعاون مع الفرق التقنية لحل مشكلات العملاء والحوادث بشكل فوري.
- مراقبة وتقييم رضا العملاء بانتظام من خلال آليات التغذية الراجعة.
- اتخاذ تدابير استباقية لمعالجة مخاوف العملاء وتحسين جودة الخدمة باستمرار.
- تطوير خطط حسابات واستراتيجيات لتعزيز مشاركة العملاء والاحتفاظ بهم.
- تحديد فرص البيع الإضافي أو البيع التكميلي للخدمات الإضافية.
- إدارة تنفيذ الخدمات الجديدة والترقيات والمشاريع للعملاء.
- تنسيق الجداول الزمنية للمشاريع والموارد والمخرجات لضمان نتائج ناجحة.
- ضمان توافق تسليم الخدمة مع الاتفاقيات التعاقدية ومتطلبات الامتثال.
- التشاور مع الفريق القانوني لمعالجة جميع تصعيدات العقود وفقاً لحوكمة العقود.
- مراقبة أداء العقود وإعداد التقارير عنها.
- الإشراف على الجوانب المالية لحسابات العملاء بما في ذلك إعداد الميزانيات والتنبؤات (حسب الاقتضاء).
- إدارة عمليات الفوترة والفواتير (حسب الاقتضاء).
- التعاون مع الفرق التقنية لضمان استقرار وأمان وتحديث بيئات العملاء.
- البقاء على اطلاع باتجاهات الصناعة والتقنيات الناشئة لتقديم توصيات مستنيرة للعملاء.
- تحديد المخاطر المرتبطة بتسليم الخدمة وعلاقات العملاء والتخفيف منها.
- وضع خطط طوارئ للاضطرابات المحتملة.
- الحفاظ على سجلات دقيقة ووثائق العملاء وتقارير الحوادث.
- تقديم تقارير منتظمة عن أداء الخدمة ورضا العملاء لأصحاب المصلحة الداخليين والخارجيين.
الشروط والمتطلبات
- درجة البكالوريوس أو مؤهل معادل في تكنولوجيا المعلومات أو إدارة الأعمال أو مجال ذي صلة.
- يفضل الحصول على شهادة ITIL ذات الصلة.
- يفضل الحصول على شهادة في إدارة المشاريع (مثل PMP).
- خبرة مثبتة في بيئة الخدمات المدارة و/أو خدمات الدعم.
- خبرة مثبتة في الخدمات المدارة - تسليم الخدمة وإدارة العملاء.
- خبرة مثبتة في التسليم الناجح للخدمات المدارة للعملاء مع الالتزام باتفاقيات مستوى الخدمة (SLAs) ومعايير الجودة.
- خبرة مثبتة في مواءمة تسليم الخدمة مع الاتفاقيات التعاقدية ومتطلبات الامتثال.
- خبرة مثبتة في مراقبة أداء العقود.
- خبرة مثبتة في إدارة مشاريع تسليم الخدمة للعملاء.
- خبرة مثبتة في مراقبة وتقييم رضا العملاء بانتظام من خلال آليات التغذية الراجعة.
- خبرة مثبتة في اتخاذ تدابير استباقية لمعالجة مخاوف العملاء وتحسين جودة الخدمة باستمرار.
المهارات المطلوبة
- شغف بتسليم الخدمات مع قدرة قوية على إدارة تسليم منسق للخدمة.
- عقلية تحليلية ومبادرة قوية ودفع ذاتي مع الالتزام بالنجاح.
- فهم عميق للخدمات المدارة بما في ذلك البنية التحتية والسحابة والأمن والدعم.
- كفاءة عالية في إدارة المشاريع.
- مهارات ممتازة في التواصل والتفاوض وحل المشكلات.
- تركيز ممتاز على العميل، وقدرة مثبتة على إدارة علاقات العملاء وزيادة رضاهم.
- فطنة تجارية عالية، بالإضافة إلى فطنة مالية لإعداد الميزانيات والتنبؤات والفواتير.
- إلمام جيد بإطار ITIL أو أطر إدارة خدمات تكنولوجيا المعلومات الأخرى.
- القدرة على العمل تحت الضغط، مع مهارات تنظيمية استثنائية واهتمام بالتفاصيل.
- القدرة على العمل بشكل تعاوني مع فرق متعددة الوظائف.
- التكيف والتفكير المرتكز على العملاء.
عرض النص الأصلي للإعلان
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Managed Services Client Delivery Specialist is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contract to the client.
This role supports the business and protects the company’s reputation by taking responsibility for contract management for local, small and low to medium complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.
The Managed Services Client Delivery Specialist involves proactive client communication, project management, technical oversight, and problem-solving.
Key responsibilities:
On-site Working
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with
unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and
application services. Our consulting and industry solutions help organizations and society move
confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more
than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each
year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Managed Services Client Delivery Specialist is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contract to the client.
This role supports the business and protects the company’s reputation by taking responsibility for contract management for local, small and low to medium complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.
The Managed Services Client Delivery Specialist involves proactive client communication, project management, technical oversight, and problem-solving.
Key responsibilities:
- Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
- Acts as the primary point of contact for client inquiries, escalations, and feedback.
- Understands client business needs and objectives to tailor required services accordingly.
- Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
- Collaborates with technical teams to resolve client issues and incidents promptly.
- Monitors and assesses client satisfaction regularly through feedback mechanisms.
- Takes proactive measures to address client concerns and continuously improve service quality.
- Develops account plans and strategies to enhance client engagement and retention.
- Identifies opportunities for upselling or cross-selling additional services.
- Manages the implementation of new services, upgrades, and projects for clients.
- Coordinates project timelines, resources, and deliverables to ensure successful outcomes.
- Ensures that service delivery aligns with contractual agreements and compliance requirements.
- Consults with legal team to ensure that all contract escalations are addressed with contract governance.
- Monitors and reports on contract performance.
- May oversee financial aspects of client accounts, including budgeting and forecasting.
- May manage billing and invoicing processes.
- Collaborates with technical teams to ensure that client environments are stable, secure, and up to date.
- Stays informed about industry trends and emerging technologies to provide informed recommendations to clients.
- Identifies and mitigates risks associated with service delivery and client relationships.
- Develops contingency plans for potential disruptions.
- Maintains accurate records, client documentation, and incident reports.
- Provides regular reports on service performance and client satisfaction to internal and external stakeholders.
- Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
- Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
- Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
- Seasoned proficiency in project management.
- Excellent communication, negotiation, and problem-solving skills.
- Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
- Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
- Seasoned familiarity with ITIL or other IT service management frameworks.
- Ability to work under pressure and has exceptional organizational skills and attention to detail
- Ability to work collaboratively with cross-functional teams.
- Adaptability and a customer-focused mindset.
- Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
- Relevant ITIL certification preferred.
- Relevant project management certification (for example, PMP) is preferred.
- Seasoned demonstrated experience in a managed services and/or support services environment.
- Seasoned demonstrated experience in managed services - service delivery and client management.
- Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
- Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
- Seasoned demonstrated experience in monitoring contract performance.
- Seasoned demonstrated experience in managing service delivery projects for clients.
- Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
- Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
On-site Working
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with
unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and
application services. Our consulting and industry solutions help organizations and society move
confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more
than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each
year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
المصدر: LinkedIn - أُضيفت للموقع في 23 سبتمبر 2026
رقم الإعلان لدى المصدر: 4469303724
رقم الإعلان لدى المصدر: 4469303724
