Customer Services Manager

We want to shape the future with vision and innovation. Be part of it and develop your full potential!

As part of the global NTT DATA Group, one of the most successful IT service providers in the world, we specialize in value-added SAP solutions as NTT DATA Business Solutions. With over 16,000 employees in more than 30 countries, we design, implement, and develop custom-fit SAP solutions for our global customers.

Would you like to take the next step in your career and be part of our highly qualified team?

Are you ready to break new ground?

Job Title: Customer Services Manager

Experience Required: 9 to 14 Years

Job Location: Hyderabad (Onsite)

POSITION DESCRIPTION OVERVIEW:

The position of Customer Services Manager within Managed Services will perform the following:

• Service a large portfolio of small customers
• Build relationships with these customers and nurture the account with growth in mind
• Responsible for tracking the fulfilment of all contractual obligations
• Act as the central contact person for the customer regarding the provision of services
• Responsible for the internal coordination of all support teams to deliver service on own portfolio
• The customer advocate within NTT DATA Business Solutions for the co-ordination of service delivery
• May also provide support to a Senior Service Delivery Manager with day to day/operational activities on larger/complex customer accounts.

The main tasks for a Customer Service Manager are generally as follows :

• Service Delivery Management and Quality Assurance
• Delivery quality of the agreed services to achieve “customer satisfaction”
• Service Level & Escalation Management
• Coordination of customer reporting
• Coordination of escalation process
• The primary point of contact for escalation and de-escalation
• Ensure time charging is accurate and managed effectively
• Reviewing and approving time entries against the customer’s project codes
• Tracking, managing and reporting the customers’ budget of pre-paid time
• Reviewing and approving invoices and statements prior to submission to the customer
• Liasing with internal support teams and customer contacts
• Ensuring operational teams are aware of changes and service operation activities e.g. maintenance/downtime windows.
• Updating internal and external customer documentation regularly
• Providing feedback to Line Manager(s) of AMS consultants, TMS consultants and Hosting resources
• Attending regular meetings/calls with Account Managers to develop and maintain awareness of all activity across the customer’s services

On a scheduled basis activities will include:

• Analyse support activities and initiate appropriate measures if required.
• Production of reports (weekly/monthly/quarterly) dependent on the customer’s requirements
• Attend customer meetings – either remotely or face to face – to present/discuss reports (weekly/monthly/quarterly) dependent on the customer’s requirements.
• Identify and drive improvement opportunities.
• Define and manage priorities (in collaboration with the customer)
• Track and report financial information related to assigned account(s)