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.

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.

• Support pre-sales activities and contract renewals when required.

Required Skills & Experience:

• Proven experience in IT Service Delivery or Managed Services (3+ years).

• Strong understanding of ITIL practices and service management frameworks.

• Excellent communication and stakeholder management skills.

• Ability to manage multiple priorities and work in a fast-paced, international environment.

• Fluent in English and French (written and spoken).

• Ability to work autonomously in an environment that is not strictly driven by processes.

• Demonstrates creativity, proactivity, and a strong sense of ownership.

• Strong focus on account development, with the ability to identify opportunities for growth and added value.

• Experience with enterprise customers and complex IT environments is a plus.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.

• Relevant ITIL certification preferred.

• Experience with infrastructure management, AI or cloud services.

• Familiarity with service management tools (e.g., ServiceNow).

What We Offer

• A dynamic and inclusive work environment.

• Opportunities for career growth and international collaboration.

• Competitive compensation and benefits.

• Hybrid working model with flexibility.

Workplace type:

Hybrid Working

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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. 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 also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.