Service Delivery Specialist

3 weeks ago

Johannesburg, Saudi Arabia NTT Ltd. Full time

Want to be a part of our team?

The Service Delivery Specialist is responsible for providing continuity in service and acts as an advocate for the client within NTT Ltd. They support the business by taking responsibility for overall contract management for medium to large complex client contracts. They are responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.

The Service Delivery Specialist may operate across multiple sites or NTT Ltd Support Services offerings. They are the primary interface managing the services relationship between the client and NTT Ltd. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

The Service Delivery Specialist role is a chargeable service in the Uptime Proactive Support Service PSS option. They are responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion. It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

Working at NTT

Key Roles and Responsibilities:

  • Works as an Independent Contributor IC and acts as the primary interface managing the services relationship between the client and NTT Ltd
  • Performs client facing service activation activities and support the GDC in service activation completion
  • Responsible for operations performance, including -
  • Service Improvement Plans
  • Establishes, monitors and reports Service Delivery Reports
  • Escalation management and Reporting
  • Meeting management with clients
  • Major incidents - scrutinises adherence to process, recommends changes when SLAs are not met and works with larger delivery teams
  • Change Management – manages and owns all RoE changes
  • Service First - owns Service First asset verification and contract status
  • Vendor Backout - manages backout issues with Vendor
  • Works with Transition teams and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation
  • Updates runbook regularly to reflect the necessary changes. The runbook content includes Network maps; Site-level engineering diagrams; Client and site contacts; Configuration item and IT service mappings relationships
  • Leads and facilitates resolution of products and technical issues in concern with assigned Technical Account Manager
  • Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services
  • Receives and manages change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services service coverage, moving configuration items and IT services to new or different locations etc
  • Interfaces with NTT Ltd internal contract management teams to normalise and execute change orders
  • Reviews new offers and service capabilities with the appropriate members of team
  • Supports billing / invoicing inquiries and / or disputes
  • Monitors client satisfaction and identify service improvement plans to address client’s satisfaction with the service

Knowledge, Skills and Attributes:

  • Ability to establish strong relationships with internal stakeholders and external clients
  • Excellent relationship building skills
  • Strong ability in managing coordinated delivery of service
  • Excellent written and verbal communication skills
  • Highly analytical with good problem solving skills and can use initiative to drive innovation
  • Ability to work well in a pressurised environment
  • Excellent client service orientation
  • Displays excellent persuasion and influence abilities
  • Passionate, strong initiative, self-driven with commitment to succeed
  • Ability to manage budgets, resources, and timelines for service delivery projects
  • Proficient in project management, including planning, execution, monitoring, and project delivery
  • Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery
  • Seasoned, experienced professional; has complete knowledge and understanding of area of specialisation
  • Ability to use evaluation, judgement, and interpretation to select right course of action

Academic Qualifications and Certifications:

  • Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related
  • ITIL Certification, such as ITIL Foundation or higher-level certifications
  • Service Intergration and Management SIAM certification desirable
  • Client Relationship Management certification desirable

Required Experience:

  • Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organisation, preferably IT service provider
  • Seasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycle
  • Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction

Skills Summary

  • Conflict Management, Contract Management, Customer Centric Solutions, Managed IT Services, Negotiation, Project Management, Service Delivery, Service Level Agreement SLA

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