Senior Associate Specialist: Service Delivery

5 days ago

Jakarta, Indonesia NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

Responsible for high-level relationship management and acts as client liaison during delivery of a professional services engagement or an outsourced solution.

Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities.

Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business.

**Working at NTT**

Service Delivery Specialists are responsible for providing continuity in service and act as an advocate for the client within NTT Ltd. They support the business by taking responsibility for overall contract management for medium to large complex client contracts. They are responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts - can be specific client accounts or a group of accounts.

They may operate across multiple sites or NTT Ltd Support Services offerings. They are the primary interface managing the services relationship between the client and NTT Ltd. They own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

The role of Service Delivery Specialists is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are responsible to perform client-facing activities in service activation of Uptime Support Services, supporting and coordinating with GDC in service activation to ensure successful completion. It is the responsibility of the Service Delivery Specialist to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.

**Key Roles and Responsibilities**:

- Work as Independent Contributor (IC)_
- Act as the primary interface managing the services relationship between the client and NTT Ltd
- Perform client-facing service activation activities and support GDC in service activation completion
- Operations performance, including:

- Service Improvement Plans
- Establish, monitor, and report Service Delivery Reports
- Escalation management and Reporting
- Meeting Management with Clients
- Major Incidents - Scrutinize adherence to process, recommends changes when SLA is not met, and work with larger delivery teams.
- Change Management - Manage and own all RoE Changes.
- Service First - Own Service First asset verification and contract status.
- Vendor Backout - Manage backout issues with Vendor.
- Work with the Transition team and assigned Technical Account Manager to develop a runbook that includes processes, escalation lists, and documentation. _
- Update runbook regularly to reflect the necessary changes. The run book content includes:

- Network map(s)
- Site-level engineering diagrams
- Client and site contacts
- Configuration item and IT service mappings (relationships)
- Lead and facilitate resolution of products and technical issues in concern with assigned Technical Account Manager_
- Provide assurance regarding the compliance of, and lifecycle management for, all contracted Services
- Receive and manage change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations, etc
- Interface with NTT Ltd internal contract management teams to normalize and execute change orders
- Review new offers and service capabilities with the appropriate members of the team
- Support billing / invoicing inquiries and/or disputes
- Monitor client satisfaction and identify service improvement plans to address client’s satisfaction with the service

**Knowledge, Skills, and Attributes**:

- 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
- Good at solving problems and can use initiative to drive innovation
- Ability to work well in a pressurized environment
- Excellent client service orientation
- Assertive in approach and displays excellent persua

  • Service Delivery Manager

    7 days ago

    Jakarta, Indonesia NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • Service Delivery Manager

    3 days ago

    Jakarta, Indonesia NTT Ltd Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Associate Managed Services Operations Specialist

    7 days ago

    Jakarta, Indonesia NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • HR Geo Services Supervisor

    2 weeks ago

    Jakarta, Indonesia UNITED PARCEL SERVICE Full time

    Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself...

  • Client Delivery Manager

    2 weeks ago

    Jakarta, Indonesia NTT Ltd Full time

    At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment. At NTT we trust our employees to do the right thing, even when no one is watching, which is why we...

  • Customer Services

    4 weeks ago

    Jakarta, Indonesia SAP Full time

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • HR Geo Services Associate

    2 weeks ago

    Jakarta, Indonesia UNITED PARCEL SERVICE Full time

    Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself...

  • Senior Specialist Technical Services

    2 weeks ago

    Jakarta, Indonesia Orica Full time

    **Date**:16 Jan 2025 **Location**: Jakarta Selatan, Jakarta, ID, 12310 **Company**:Orica **About Orica** At Orica, it’s the power of our people that leads change and shapes our futures. Every day, all around the world, our people help mobilise vital resources essential to progress. Established in 1874, we have grown to become the world leader in mining...

  • Service Delivery Management Specialist

    2 weeks ago

    Jakarta, Indonesia NTT Ltd Full time

    At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment. At NTT we trust our employees to do the right thing, even when no one is watching, which is why we...

  • Senior Service Performance Management Associate

    6 days ago

    Jakarta, Indonesia PT Alto Network Full time

    Senior Service Performance Management Associate - Applicants should have sufficient qualification and relevant experiences in the respective fields "Waspada terhadap Modus Penipuan pada saat proses interview. Perusahaan tidak akan memungut biaya apapun dalam melakukan proses interview. Mohon segera melaporkan ke kami, jika pada saat Anda diundang untuk...

  • Payroll Process Specialist/subject Matter Experts

    1 week ago

    Jakarta, Indonesia Alight Full time

    **Role summary** The Process Specialist/Subject Matter Experts is responsible to drive process improvements, executing assigned delivery assurance tasks, ensuring legal compliance, manage major projects/events, and support building operations capabilities for all of the HR process areas to increase productivity, reduce cost, and increase service quality and...

  • Payroll Process Specialist/subject Matter Experts

    1 week ago

    Jakarta, Indonesia Alight Full time

    **Role summary** The Process Specialist/Subject Matter Experts is responsible to drive process improvements, executing assigned delivery assurance tasks, ensuring legal compliance, manage major projects/events, and support building operations capabilities for all of the HR process areas to increase productivity, reduce cost, and increase service quality and...

  • Transaction Specialist Associate Manager

    3 weeks ago

    Jakarta, Indonesia PT ALTO Network Full time

    COMPANY DESCRIPTION ALTO Network is a leading payment infrastructure provider as well as the pioneer in payment solution by always bringing the most innovative and impactful technology to connect merchants or financial institutions with their customers to grow their businesses nationwide and beyond. DESIGNATION : Transaction Specialist Associate...

  • Senior Associate Specialist: Ts Systems Integration

    5 days ago

    Jakarta, Indonesia NTT Ltd Full time

    At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment. At NTT we trust our employees to do the right thing, even when no one is watching, which is why we...

  • Senior Corporate Banking Specialist

    7 days ago

    Jakarta, Jakarta, Indonesia PT Bank SMBC Indonesia Tbk Full time

    Are you looking for a new challenge in the banking industry? PT Bank SMBC Indonesia Tbk is seeking a talented individual to fill the role of Treasury Trader.About the RoleThis is a full-time opportunity to join our Corporate Business team as a Senior Talent Acquisition specialist.Key RequirementsMinimum 5 years of experience in Treasury/Global...

  • Senior Delivery Manager

    2 weeks ago

    Jakarta, Indonesia GrowthFn sdn bhd Full time

    We are looking for a Delivery Manager who has 8+ years of experience in inspiring and leading technical teams and delivering scalable complex technical products, which includes working in fast-paced startup(s)/product space. **Responsibilities**: Must have proven track record in successfully building, releasing, and maintaining large-scale user-client...

  • Senior Associate Fraud Manager

    2 weeks ago

    Jakarta, Indonesia Mekari (PT. Mid Solusi Nusantara) Full time

    We are seeking a Senior Associate Fraud Manager to monitor and detect fraudulent activities on our platform for transactions. The Senior Associate Fraud Manager will work closely with the Merchant Operations team and other departments within the organization to ensure that fraud prevention and detection strategies are aligned with the company's overall risk...

  • Senior Marketing

    1 week ago

    Jakarta, Indonesia Dentsu Aegis Network Full time

    The purpose of this role is to support the marketing and communications team manager with content creation and enable the execution and delivery of an organization's strategic and communications plans. **Job Title**: Senior Marketing & Communications Associate Key responsibilities: - Plans, develops and implements effective marketing communication...

  • Senior Marketing

    5 days ago

    Jakarta, Indonesia Dentsu Aegis Network Full time

    The purpose of this role is to support the marketing and communications team manager with content creation and enable the execution and delivery of an organization's strategic and communications plans. **Job Title**: Senior Marketing & Communications Associate Key responsibilities: - Plans, develops and implements effective marketing communication...

  • Associate

    2 weeks ago

    Jakarta, Indonesia Budidjaja & Associates Full time

    Represent BIL on daily main task involving clients - Support Senior Associate by preparing draft legal advice, **Requirements**: - Minimum Law Degree from reputable university - Minimum 3 years of experience, preferable in Dispute Resolution - Excellent verbal and written English skills - Capable working as a team player - Having analytical and problem...