Regional Service Manager

Job Description :

Key Roles and Responsibilities :

Lead and coach a team of one or more Service Delivery Specialists

Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts

Work closely with the Service Delivery Management and Vendor Management 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

Engage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance

Develop and manage an annual operating budget and work with the Commercial Team, ensure that monthly and pass-through billing happens

Consult the Legal Representatives within NTT and ensure that all contract escalations are addressed with contract governance

Review all proposals delivered to the client and ensure that growth objectives within the account are in line with NTT’s overall growth objectives and serve the best interest of the client

Contribute 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

Collaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level Agreements

Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements

Negotiates and resolves contractual issues, including failure to meet contractual obligations

Partner with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized

Knowledge, Skills, and Attributes :

Ability to lead and coach a team

Ability to establish strong relationships with internal stakeholders and external clients

Excellent relationship-building skills

Strong ability in managing coordinated delivery of service

Excellent written and verbal communication skills

Strong collaboration skills

Ability to work well in a pressurized environment

Excellent client centricity

Excellent business acumen and commercial skills

Highly analytical with proven negotiation skills

Passionate, strong initiative, self-driven with a commitment to succeed

Additional Details

This job requires you to work in US business hours.

This job would require you to be based out of Bengaluru.