Who We Are
NTT DATA is a leading global provider of infrastructure and platform services, partnering with some of the world’s most innovative technology vendors. We help organizations modernize their IT landscapes, increase operational efficiency, and enable sustainable business growth through reliable and scalable platforms. We’re looking for passionate, curious, and motivated individuals to join our team and work with clients to translate complex technology into real business value—driving transformation, resilience, and long-term success.
What You'll Be Doing

• Owning and managing client delivery for Unified Communication and Collaboration services, ensuring SLA, KPI, and contractual commitments are met.
• Acting as the primary client-facing escalation point and relationship manager for UC service delivery issues.
• Coordinating delivery across engineering, operations, security, governance, account management, and vendor teams to ensure effective service outcomes.
• Leading service review meetings, operational governance forums, executive updates, and client-facing performance discussions.
• Overseeing incident, problem, and change management processes for client UC environments in line with agreed service models.
• Managing service onboarding, transitions, and operational readiness activities for the contract.
• Supporting the transition of services from incumbent providers and setting up effective delivery structures, processes, and governance models.
• Driving continual service improvement, automation, optimization, and service maturity initiatives aligned to client business objectives.
• Ensuring alignment between client requirements, business priorities, and Unified Communication roadmap changes.
• Managing risks, dependencies, escalations, service improvement backlogs, and delivery actions to ensure service continuity and client satisfaction.
• Ensuring service delivery aligns with security, compliance, regulatory, and contractual obligations.
• Supporting commercial activities, including renewals, service expansions, growth opportunities, and cost optimization initiatives.
• Maintaining accurate service documentation, reporting, governance materials, delivery artefacts, and management updates.
• Collaborating with account management and sales teams to identify and support growth opportunities.
• Translating technical service performance and delivery topics into clear business outcomes for client stakeholders.
• Providing collaborative leadership across multi-disciplinary and distributed teams to ensure consistent and high-quality service delivery.
  

What You'll Bring Along

• Bachelor’s degree in Information Technology, Business Management, Information Systems, or a related field, or equivalent professional experience.
• Minimum 10 years of experience in collaboration, workplace technology, Unified Communication, or related managed services environments.
• Minimum 3–5 years of experience in a managed services leadership, client delivery, or service management role.
• Proven experience delivering Unified Communication and Collaboration services in enterprise or global environments.
• Strong experience managing SLA-driven service delivery, customer support, service governance, and contractual outcomes.
• Experience managing distributed teams, third-party vendors, internal technical teams, and cross-functional delivery groups.
• Strong ability to transition services from incumbent providers and establish effective delivery operations, governance, and service structures.
• Strong understanding of managed services and client delivery operating models.
• Experience operating in ITIL-based service management environments, including incident, problem, change, request, and continual improvement processes.
• Understanding of Microsoft Teams voice services, including Phone System and Direct Routing.
• Familiarity with Audiocodes SBCs, OVOC, VoIP backbone concepts, managed phones, and ATA devices.
• Understanding of unified communications technologies, telephony operations, vendor dependencies, and service performance requirements.
• Commercial awareness with a strong focus on value, service outcomes, renewals, expansions, and cost optimization.
• Strong service governance and risk management mindset, with the ability to manage dependencies, escalations, and improvement backlogs.
• Excellent client relationship management and communication skills, with the ability to engage confidently with operational, technical, and executive stakeholders.
• Ability to translate technical delivery topics into business outcomes, service value, and actionable improvement plans.
• Confident decision-making and problem-solving skills under pressure and during service-impacting situations.
• Highly organized approach with strong prioritization, coordination, reporting, and stakeholder management skills.
• Collaborative leadership style with the ability to work effectively across multi-disciplinary teams.
• Customer-centric, proactive, and continuous-improvement focused mindset.
• PowerShell scripting awareness for automation-related discussions is desirable.
• ITIL Foundation or ITIL Managing Professional certification is desirable.
• Prince2, PMP, or equivalent project or service management certification is desirable.
• Agile or SAFe certification is advantageous.
• Service management or leadership qualification is advantageous.
• Excellent command of both spoken and written English and German.
  

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