Req ID: 318773

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Client Delivery Executive II to join our team in Dallas, Texas (US-TX), United States (US).

As a Senior Client Delivery Executive II (CDE II) for NTT DATA, you will assume a cross-functional delivery leadership role that is accountable for the end-to-end delivery of all NTT Data practices (BPO, Applications, Digital Transformation, Consulting, and Infrastructure). The CDE II will leverage thought leadership with a keen focus on client transformation, delivery excellence, service cost management, year over year cost reduction, service automation, and building high-performance delivery teams. Coordinating and leading multi-practice teams of NTT Data practice resources is an essential element of the role, as is client facing delivery leadership and governance.

This is an on-site role located at our client site in Dallas, TX.

Responsibilities

• Responsible for continuously monitoring the delivery quality and client satisfaction through direct interaction and relationships of key stakeholders
• Accountable for ensuring Issue Management/Business Continuity and Disaster Plans are developed and active
• Ensure NTT DATA delivers to contractual commitments
• Ensure project mitigation plans exist for yellow or red deliverables
• Responsible for holding Customer Governance meetings
• Manage Outage/Escalation/Missed SLA incidents
• Ensure available automation and efficiency programs are implemented and executing appropriately
• Ensure client improvement plans exist and are driven to increase client satisfaction
• Leverage automation to increase performance and quality of service delivery.
• Deep understanding of the system delivery life cycle

Financials

• Ensure accurate and timely cost forecasts
• Responsible for cost management aligned to annual operating plans and point of sale contracts, including constant calibration of cost of services to planned revenues
• Responsible for documented actions to close gap of forecast off annual operating plan and service improvement plans
• Manage account ramp-up / ramp-down resources in a timely fashion

Sales & Relationship

• Work collaboratively with client Executives to develop and maintain customer relationships, identify and manage relationship risk
• Excellent customer relationship management at CXO levels –expertise in presenting operations and strategic reviews to senior stakeholders
• Acts as a strategic delivery advisor to the executive leadership team
• Manage Sales Enablement, ensuring coordination of delivery teams for solution design and delivery purposes
• Leverage broader NTT DATA organization capabilities and resources strategically
• Be able to interface with the customer architecture team and senior leadership on emerging technologies, and relevance to the environment

Governance

• Function as main contact for client service delivery
• Build and sustain effective communications with all stakeholders and cross-functional teams to maximize the customer experience
• Maintain awareness of global industry trends and directions and its impact on IT services

Organization

• Experience in organizational change management best practices
• Ability to solve large, enterprise problems through large, matrixed organizations
• Provide guidance to delivery leaders to set the proper alignment of service offerings
• Monitor and evaluate the individual performance of direct reports and provide feedback through coaching and the NTT DATA performance management process
• Coach and mentor, a large team of delivery leaders who are primary contacts for the client(s) daily operations of our services

Qualifications for the role

• The position requires an advanced degree in: Information Technology, Computer Science, Software Engineering, Computer Engineering or Cybersecurity
• 10+ years’ experience in IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles
• 10+ years’ experience in end-to-end management of lifecycle projects using project management standards
• 10+ years’ experience managing a highly leveraged service environment

Additional Skills

• Good understanding of BPO (Call Center, IT Care Centers, and other Backoffice) services
• Experience in application development and support services supporting services such as: Snowflake, Salesforce and ETL migrations through Agile & DevOps methodologies
• Digital Transformation experience leveraging A.I. to define and refine knowledge insights to deliver services
• Demonstrates strong financial planning and cost management skills, including previous budget management and cost and staff forecasting experience
• Demonstrated people leadership skills, including managing diverse personnel in multiple geographic locations and countries
• Strong knowledge of and proven experience applying an ITIL Service Framework and implementation
• ITIL Foundations v4 experience, certification preferred
• Strong verbal and written communications skills are a must, as well as the ability to work effectively across internal and external organizations
• Ability and willingness to travel to client site as needed, current Visa and passport needed
• Ability to work across multiple time zones

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About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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