Share this Job

Client Delivery Executive

Apply now »

Date: Oct 12, 2021

Location: Bangalore, KA, IN

Company: NTT DATA Services

Primary Responsibilities:


  • 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 RAG status of account delivery/relationship/financials.  Ensure plans exist to turn any Amber/Red status to Green with clear Go to Green Plan dates.
  • Manage Outage/Escalation/Missed SLA incidents.
  • Ensure available automation/efficiency programs are implemented and executing appropriately.
  • Manage Sales Enablement - ensure tight integration with delivery teams.



  • 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.
  • 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 NPS Feedback. 

Qualifications for the CDE I role:

  • The CDE 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:
    • 1+ years experience in relevant Healthcare and Provider industry experience.
    • 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.
    • Strong knowledge of and proven experience applying an ITIL Service Framework and implementation.
    • ITIL Foundations v4 experience, certification preferred.
    • 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.


Job Segment: Computer Science, Project Manager, Technology