Project Management, Computer, Service Delivery management,
Chapter Lead, Project Management & Coordination
Working at NTT
- The Client Project Manager leads and directs concurrent client projects classified as standard or complex. The primary responsibility of Client Project Managers will be to interface with all project stakeholders to take projects from original concept through to final implementation, including handing over to Operations (whether internal to NTT or into the client’s support operations).
Key Roles and Responsibilities:
- Lead and direct concurrent standard or complex projects and in the case of programme management, ensure the management of multiple related projects directed towards a common objective
- Engage with stakeholders to deliver projects from original concept through final implementation
- Ensure client satisfaction and manage escalations, acting as a single point of contact to the client
- Ensure that the project/programme delivers an as-sold solution, remains within the baselined budget and is delivered on time whilst maintaining quality criteria and client satisfaction
- Manage the delivery of the project/programme, including rigorous scope control and change management
- Ensure client satisfaction and manage escalations, acting as a single point of contact to the client
- Documentation and management of risks and issues
- Ensuring clear and concise communications to all stakeholders
- Provide pre-sales support by working with sales teams to scope and cost a project or programme solution which includes the completion of a proposal. This may include Client presentations of our delivery approach as part of a tender process.
- Identification of opportunities and influence the sale by conducting a business conversation with the client positioning NTT Ltd consulting and technical services offerings
- Coordinate activities of the project teams through task delegation, resource assignment and programme management
Knowledge, Skills, and Attributes:
- Ability to establish strong relationships with internal stakeholders and external clients
- Excellent client-centricity skills and ability to work at client sites
- Ability to manage customer satisfaction, commitment, and expectations to high service levels and manage escalations adequately
- Excellent written and verbal communication skills
- Excellent team-building skills and ability to work in high-pressure environments
- Ability to manage urgent and complex tasks simultaneously
- Good business acumen and commercial skills
- Passionate, strong initiative, self-driven with a commitment to succeed
- Good influencing ability whilst taking a collaborative approach
- Decisive with good attention to detail ability
- Ability to promote project services to both internal stakeholders and external clients
- Competent in project change management
Academic Qualifications and Certifications:
- Project Management degree or equivalent with a moderate level of related experience
- Relevant project management certifications preferably PMP
- ITIL certification is preferable
Required Experience:
- Demonstrated moderate level project management experience preferably in a multinational professional services environment
- Proven client engagement experience
- Demonstrated understanding of the project life cycle
- Demonstrated competency in project change management
- Proven experience managing expectations when balancing alternatives against business and financial constraints
Service & Vendor Management
Working at NTT
- The role of Service Delivery Service Operations Management is required to plan, coordinate and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery. The primary responsibility of Service Delivery Operations Management is to ensure that services are delivered effectively and efficiently by carrying out routine operational tasks and ensuring the implementation of a services model that meets business needs for the relevant clients.
Key Role and Responsibilities:
- Plan, coordinate, and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery
- Ensure that services are delivered effectively and efficiently by carrying out routine operational tasks
- Ensure the implementation of a services model that meets business needs as required by the relevant clients
- Participate in the design and development of service delivery operations processes and procedures as required by the various assigned projects
- Identify and document the system and tool requirements for optimal operations of the relevant offerings or capabilities
- Recommend best practice for the deployment and ongoing operations management and technical support for service contracts
- Understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness.
- Ensure that services are aligned to the client’s business requirements
- Ensure that the operational deliverables enable cost effective, client centric delivery that meets the service level agreements
- Monitor the operational effectiveness of support services provided to clients and develop and implement the required improvement plans
- Implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas
- Implement a framework to ensure the alignment of business needs and IT provision requirements
- Monitor service delivery performance metrics
- Monitor service delivery channels (human, digital, self-service, automated) and collects performance data
- Supervise individuals and teams
- Conduct formal reviews of activities, processes, products, or services
- Analyse evidence collated and draft’s part or all of formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment
- Participate in developing strategic direction and establish short terms operational goals and targets
Knowledge, skills and attributes:
- Ability to interact effectively with a variety of internal and external stakeholders by using their good collaboration and engagement skills
- Business and commercial acumen
- Display coaching and mentoring skills
- Ability to build a cohesive team and to manage people effectively
- Ability to coach and develop the team
- An ability to balance and plan the short-term and long-term actions of the team
- The ability to manage time effectively while setting the tone of the team through modelling and leadership
- Excellent written and verbal communication skills
- Strong customer service focus
- Ability to convert opportunities into solutions
- Ability to work in a fast paced and deadline driven environment
- Proven ability to build, manage and foster a team-oriented environment
- Proven ability to work creatively and analytically in a problem-solving environment
- Experience in developing establishing processes and enforcing adherence to processes policies
- Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.
- Ability to quickly become proficient in client processes and related systems
Academic Qualifications and Certifications:
- Bachelor’s degree or equivalent in relevant field
- ITIL foundation
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Experience required:
- Previous experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of services.
- Experience in a service delivery environment including technical and service management exposure
- Demonstrated experience leading and managing a team
- Experience designing, implementing, and running a service delivery model