Client Success Lead

The Senior Principal Client Success Specialist is a highly skilled and advanced subject matter expert, responsible for building and maintaining the client relationship to drive value for the client and increased lifetime value for the organization.

This role is responsible for multiple large-scale or complex (multi-service) contracts for complex or strategically important clients.

As the primary post-sale point of contact for clients this role drives client-facing activity through the Client Success Management Charters of Adoption, Expansion and Renewal.

Acting as the clients’ trusted advisor they help the client realize value from their relationship with the company and ensure the client’s relationship experience is a positive one.

This role is required to work in partnership with sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal.

Role Purpose: Acts as the "Operational Engine" of the account, responsible for the end-to-end delivery of all services working with the NTT Data global practices and ensuring that NTT Data’s technical commitments are met with excellence.

Key Responsibilities

• Delivery Excellence: Lead the execution of all managed and professional services, ensuring that project milestones and service commitments working with Practices Service Delivery leaders.

• Operational Governance: Own the "How" of the account; manage SLAs, KPIs, and the quality of delivery across all practices and regional workstreams.

• Financial Efficiency: Drive delivery margins by optimizing resource utilization and operational efficiency working with Practice Service delivery leaders.

• Resource Alignment: Coordinate with Country Leaders and Practice deliver Specialists to ensure the right technical capabilities are deployed to meet client needs.

• Contractual Compliance: Ensure all contractual obligations are strictly adhered to, mitigating delivery risks and managing issue resolution.

• Internal Synergy: Partner closely with the CE to ensure the delivery team is positioned to support and enable the identified growth strategies.

Required Competencies

• Deep expertise in IT service management (ITSM) and large-scale delivery frameworks.

• Proven ability to virtually manage complex, multi-country delivery teams in the APAC region.

• Strong analytical skills with a focus on margin improvement and operational quality.

Job Description: Regional E2E Client Services Executive (APAC)

Role Purpose: To design, implement, and lead a unified regional delivery ecosystem. This role ensures that regardless of which practice is delivering a service (Cloud, Security, Data, etc.), the client receives a single, seamless, and high-quality "One NTT Data" experience through standardized Service Integration and Management (SIAM).

Key Responsibilities

• Regional Delivery Governance: Act as the ultimate escalation point for delivery within the APAC region. Provide the common layer of governance that unifies disparate country and practice teams.

• Management of CSLs: Directly lead and mentor the

  Client Services Leads (CSLs), ensuring consistency in how delivery quality and operational excellence are executed across all accounts.

• SIAM & Common Functions: Establish and manage common support functions, including

  Service Integration and Management (SIAM), to provide a single service desk experience, unified reporting, and integrated incident/change management for the client.

• Practice Collaboration: Partner with

  Practice Delivery Leaders across the region to ensure practice-specific technical delivery aligns with the overarching client experience and regional standards.

• Client Experience (CX) Architecture: Define the standards for "The NTT Data Experience." Ensure that service reviews, reporting dashboards, and communication protocols are standardized to provide a "One NTT Data" face to the client.

• Operational Transformation: Drive regional initiatives for automation, delivery margin improvement, and the standardization of tools and processes across the APAC REgion.

• C-Suite Operational Liaison: Partner with the

  Regional Client Executive (CE) to represent the "Reliability" of NTT Data during strategic client reviews, turning delivery excellence into a competitive advantage.

Required Competencies

• Orchestration Skills: Proven ability to manage complex, matrixed delivery environments where resources belong to different practices but must perform as one team.

• SIAM Expertise: Deep understanding of Service Integration frameworks to manage multi-vendor or multi-practice environments.

• Regional Leadership: Experience managing large-scale delivery organizations across diverse APAC markets (e.g., Singapore, Australia, India, SE Asia).

Financial Acumen: Ability to manage regional delivery budgets and drive "Delivery Margin" through operational efficiency.