Employee IT Experience Lead

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Skills you'll use

What you'll do

• Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts.
• Cultivates and maintains strong client relationships, acting as a trusted advisor to key clients.
• Works closely with relevant cross functional teams to identify methods or purchase and procurement, establish evaluation criteria, evaluate alternative options and assist with the decision to select the most appropriate vendor/supplier.
• Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.
• Develops and manages an annual operating budget and works with commercial team to ensure that monthly and pass-through billing happens.
• Consults with legal team to ensure that all contract escalations are addressed with contract governance.
• Reviews all proposals delivered to the client and ensures that growth objectives within the account are in line with the company's overall growth objectives and serve the best interest of the client.
• Contributes to pre-sales processes by providing information, determining the effort required to deliver, and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client.
• Collaborates and engages with a variety of stakeholders, including review boards and steering committees to ensure the delivery of services against the agreed Service Level Agreements.
• Drives service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements.

Who can apply

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (for example, PMP) is preferred.

About NTT DATA

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