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Director, Customer Services
hace 2 meses
.Make an impact with NTT DATAJoin 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.Your day at NTT DATAThe Director, Customer Services is a people management role responsible for ensuring the delivery of services to our clients within Region/Country or Services Division. This role is responsible for ensuring the efficient operation, optimisation, and continuous improvement of complex services. This role will manage and deploy targeted services programmes to help accelerate sales, client engagement and service delivery. This role collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.What you'll be doingKey Responsibilities:Manages the financial performance of Customer Services within a Region/Country or Services function, including growth, delivery profitability and technology innovation.Works towards executing the Services strategy by translating the strategic objectives into specific, actionable, and measurable goals that guide the day-to-day operations of the team.Collaborates with senior leadership on the delivery of the roadmap development of service/product offers to be taken to market.Collaborates with senior leadership to define service/product value propositions that are easily understood.Creates strong interlocks between sales force teams and services delivery.Defines the standards to be set for client satisfaction and oversees the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of clients.Defines a culture of continuous improvement within the team, implementing best practices and driving process enhancements.Continuously assesses and optimises service delivery processes, tools, and methodologies to enhance service quality.Oversees the development and execution of new delivery methodologies and ensures alignment to best practice.Has insights of any deals in the pipeline to ensure a smooth transition from sales to delivery.Ensures service delivery excellence, identifying new business opportunities where applicable.Manages and mentors the team within remit to ensure achievement of team and individual objectives.Presents at seminars, work sessions and advanced workshops on relevant information technology aspects.Stays up-to-date with industry trends, emerging technologies, and best practices.Collaborates with vendors and partners to ensure seamless integration of third-party services within the managed services environment.Manages key metrics and trends and provides insights to improve service delivery to senior leadership.Knowledge and Attributes:Significant business and commercial orientation and with a supporting interest in technology
