Client Delivery Executive

3 months ago

Burnaby, Canada Hashmap Full time

**Req ID**:241861

We are currently seeking a Client Delivery Executive (Hybrid - in Burnaby area) to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).

We are currently looking for a Client Delivery Executive in the Burnaby, BC area. This is a full time hybrid position. The Client Delivery Executive (CDE I) is responsible for the delivery of contracted services to various clients located in British Columbia. The CDE balances desired customer outcomes and satisfaction with contractual commitments and profitability

Primary Responsibilities:
OPERATIONS
- Responsible for Day-to-Day Operational Management of NTT DATA accountable services across all service towers.
- Maintain and execute Continuous Service Improvement Plans.
- Ensure Service Improvement Plans exist for any areas not performing to contracted service levels.
- Ensure NTT DATA delivers to contractual commitments to customer.
- Populate internal reporting tools on weekly basis (i.e., Client Delivery Central and Service Excellence Portal) with Red Amber Green (RAG) status of account delivery/relationship/financials.
- Ensure plans exist to turn any Amber or Red status to Green with clear Go-to-Green Plan dates.
- Manage Outage/Escalation/Missed SLA incidents.
- Ensure available automation and efficiency programs are implemented and executing appropriately.
- Manage Sales Enablement, ensuring tight integration with delivery teams.

FINANCIAL
- Deliver P&L for account inclusive of revenue, cost, and margin.
- Ensure accurate and timely revenue/cost/margin forecasts for assigned account.
- Responsible for cost management to AOP/POS and variance action plans.
- Deliver documented Action Plan to close gap of forecast to AOP (Productivity items and Growth items).
- Manage account Ramp-up / Ramp-down processes.

**CLIENT GOVERNANCE & RELATIONSHIP**
- Service Delivery Governance - Customer facing communication responsibilities.
- Function as Relationship Management main contact for client Operations Leadership.
- Work collaboratively with Client Executive to develop customer relationships, identify and manage relationship risk.
- Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plans are developed and active.
- Provide Client Excellence Updates to Senior Leadership.
- Build and sustain effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience.
- Responsible for improving Client Satisfaction with Delivery Excellence.
- As needed, develop Client Satisfaction Improvement plans in partnership with the Business Unit Client Executive in response to Net Promoter Score (NPS) Feedback.

**QUALIFICATIONS for the ROLE**:

- The position requires a Bachelor’s Degree in Computer Engineering, Engineering, Computer Science, Information Technology, or related field of study plus 2+ years of experience in the job offered.
- Requires demonstrated experience with the Information Technology industry including:

- 2+ years’ experience in IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles.
- 2+ years’ experience in end-to-end management of lifecycle projects using project management standards.
- 2+ years’ experience managing a highly leveraged service environment preferred.
- 2+ years’ experience and expertise using Enterprise-level ITSM tools such as BMC Remedy or ServiceNow.
- Multi-year experience in delivery management best practices.
- Healthcare and Provider industry experience would be a plus.
- Excellent customer service skills and interpersonal skills.
- 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 preferred.
- Ability to work across multiple time zones.

INDICS

**About NTT DATA Services**

**_NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team._

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