Service Delivery Specialist

3 weeks ago


Johannesburg, Gauteng, 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

  • Journey Specialist

    3 days ago


    Johannesburg, Gauteng, Saudi Arabia Wilderness Full time

    Detailed ResponsibilitiesDevelop relationships with the UK Operations SpecialistsLiaise with the Reservations Manager on booking issues, managing all the changes and adding any developments from the ops specialist to the booking to ensure that the client's trip is booked and planned perfectly.Continuous communication and excellent service delivery to the Ops...


  • Johannesburg, Gauteng, Saudi Arabia Abbott Full time

    WORKING AT ABBOTT At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:Career development with an international company where you can grow the career you dream of.A company recognized as a great place to work in dozens of countries around the world and named...


  • Johannesburg, Gauteng, Saudi Arabia Old Mutual South Africa Full time

    Job DescriptionOld Mutual Insure is looking for experienced Specialist SymbilityMaintaining System Development and Integration as well and training needs and requirements for usersYou Would Maintaining Symbility System Development and MaintenanceTraining staff, Internal & ExternalSymbility AuditsInvolvement in claims projects to align with quality &...


  • Johannesburg, Gauteng, Saudi Arabia South32 Full time

    ABOUT THE ROLE:This role is a permanent full-time position.Specialist ERP Human Resources HR is one of several that act as the end-to-end Functional and Technical custodian of the applicable ERP product suite. With a customer success centric mindset, the Specialist ERP HR will oversee and manage all execution within the platform for their domain of...


  • Johannesburg, Gauteng, Saudi Arabia ATNS Full time

    Job descriptionMajor ActivitiesInitialize and prepare drawings as required by the Flight Procedure SpecialistAssist the Charting Specialist in the preparation of drawings for charting purposesDesign Flight Procedures and Airspace as per internal processes and procedures, including ICAO DOC 8168 Vol II and ICAO DOC 9906 Vol I and ICAO DOC 9613 criteria...


  • Johannesburg, Gauteng, Saudi Arabia PPS Full time

    Purpose of the Job:A professional service agent role, reporting to the Team Manager: PPS Operations. Accountable for providing a professional service to PPS members and associated parties via an inbound contact centre model. This role works strictly on a shift work basis including nightshift work.Minimum Requirements Formal Qualifications:Matric Grade 12A...


  • Johannesburg, Gauteng, Saudi Arabia Hollard Insurance Full time

    Job Advert SummaryHello... an exciting new opportunity has just become available in our Insure Operations, Claims Area. We are looking to recruit a Claims Quality Assurance specialistCreate operational efficiencies in utilisation of management information systems, data management and reporting. Develop statistical information reporting formats and...


  • Johannesburg, Gauteng, Saudi Arabia Sealed Air Full time

    ResponsibilitiesAnalyze industry and demand trends and support senior management with the development and implementation of sourcing strategies.Gather quotes, proposals, and purchase terms and conditions.Execute purchasing of goods or services approved by the Material Manager. Expedite orders to meet operational needs, both short and long lead time.Evaluate...


  • Johannesburg, Gauteng, Saudi Arabia Santam Insurance Full time

    What will you do?This career opportunity is available at SHA Risk Specialists a division of Santam for a Claims Specialist: Casualty Claims, who will be based in Johannesburg: Illovo.What will make you successful in this role?Claims Practice Management Attend and manage all aspects related to a portfolio of specialist claims such as claims registration, case...


  • Johannesburg, Gauteng, Saudi Arabia ABSA Full time

    ABSA: Graduate Internship Programme 2024Role Pupose: Participate in a professional development programme in order to maximise individual and organisational development, through the execution of predefined training objectives. The following Internship Opportunities are open for applications: RB KYC GraduateQualifications / Fields of study: Business / Commerce...


  • Johannesburg, Gauteng, Saudi Arabia ETDP SETA Full time

    Job Purpose: The Legal and Compliance Specialist will oversee the organization's Legal and Compliance department to ensure compliance with all relevant regulations and legislation, proactively identify and manage potential risks and litigation, and monitor and report all legal and compliance issues and processes. The successful candidate will be based at the...


  • Johannesburg, Gauteng, Saudi Arabia SA: Central Energy Fund Full time

    Description:To manage and support the IT infrastructure and provide helpdesk support.Requirements:REQUIRED MINIMUM QUALIFICATIONS AND EXPERIENCEMatric, Bachelor's Degree/ BTech Degree in Information Technology Honours NQF Level 8 or postgraduate Diploma NQF Level 8 as an added advantageA+ or N+ or CCNA or MCSE or MCSA International Certificates a must...


  • Johannesburg, Gauteng, Saudi Arabia Standard Bank Group Full time

    Job DescriptionTo, within CIB Corporate Operations Shared Services referred to as the Business Area, implement GFCC Policies, Standards and Procedures. To implement the GFCC Business Area Strategy. To provide specialist GFCC related guidance and advice. To identify and address GFCC specific awareness and training needs. This is essential to assure that the...


  • Johannesburg, Gauteng, Saudi Arabia Gauteng Department of Health Full time

    Requirements :Grade 12 certificate.Experience in the activities of a technical workshop environment.Understanding the workshop environment.Skilled in the use of hand tools. In-depth knowledge of the hospital's departments. Communication skills.Good interpersonal relationshipDuties :Ensure cleanliness of workshop and workshop related equipment at all...


  • Johannesburg, Gauteng, Saudi Arabia Standard Bank Group Full time

    Technical Specialist, Mainframe DB2 DBA Job Overview Business Segment: Personal & Private Banking Location: ZA, undefined, Johannesburg, undefined Job Type: Full-time Job ID: Date Posted: 4/29/2024 Job DescriptionPerform deploy and operate work that pertains to Mainframe DB2 database administrators. The installation, maintenance and performance management...


  • Johannesburg, Gauteng, Saudi Arabia Philips Full time

    Philips: Graduate Programme 2023We have been successfully running the Graduate programme in South Africa for the last six years and this year we again expecting to bring onboard talented fresh graduates who will during the 12 months of Internship not just learn to work but work to learn You must be a South African Graduate and have completed all...

  • Utilities Manager

    3 weeks ago


    Johannesburg, Gauteng, Saudi Arabia Growthpoint Properties Full time

    Duties and responsibilitiesPrimaryLead and manage the team of utilities specialists whose function, targets, skills, and responsibilities are aligned to deliver on the department outcomes. Manage, develop, and lead.Provide single point of contact with the sector business units for the operational focus areas described in 2 – 4 below as well as the full...

  • English Teacher

    2 days ago


    Johannesburg, Gauteng, Saudi Arabia ADvTECH Full time

    DutiesSenior Phase Educators will plan, deliver and assess a rigorous and relevant academic programme to all students in the classes assigned in order to maximize the emotional, social and intellectual wellbeing of all students in their care. They will guide students, in important decisions on subject choices and create an encouraging learning environment...

  • Travel Designer

    3 days ago


    Johannesburg, Gauteng, Saudi Arabia Wilderness Full time

    Detailed ResponsibilitiesDevelop relationships with the Sales AgentsGenerate and grow sales by securing, costing, and presenting journeys to Sales agents in a timely mannerFoster and build strong relationships with Sales agents to strengthen the bond and partnership, attending relevant familiarization trips with agents if and when required.Deliver a speedy...


  • Johannesburg, Gauteng, Saudi Arabia Old Mutual South Africa Full time

    The Role:This person will report to the Regional Investment Executive, and will be based in Gauteng, focusing on delivering the OM Wealth proposition – in its entirety – to IFAs contracted within Broker Distribution.Duties and responsibilities include:Managing a portfolio of existing independent financial advisors IFA practicesManaging IFA...