Manager, Deployment Services, Central

Ntt America Solutions

Full-time - Manager

Remote

Telecommunications

About the position

The Manager, Deployment Services at NTT America Solutions, Inc. is responsible for leading the regional Deployment Services team, ensuring the successful implementation of client services, and overseeing the management of client relationships. This role focuses on process improvement, mentorship, and maintaining high service delivery standards across all client accounts. The manager will also be accountable for client New Service Commencement (NSC) activities and will work closely with various internal teams to achieve company objectives.

Responsibilities

• Implement >= 99% clients on time, on budget and within contract scope.
• Maintain SAS70 Type II corporate status with zero exceptions.
• Ensure projects are delivered on time, within budget and according to specifications.
• Schedule and facilitate weekly project status meetings.
• Provide sales engineering support for RFP responses.
• Fully define, implement and test RES business continuity plan to industry standards.
• Establish and maintain client relationships.
• Responsible for department weekly, monthly and quarterly reporting.
• Maintain a high level of service delivery across all client accounts.
• Serve as the primary management point of contact for client concerns and any client related service issues.
• Ensure that all service contract performance terms and conditions are met to client specifications.
• Conduct quality satisfaction reviews with clients to measure and improve satisfaction in all areas of client service delivery.
• Retain clients through relationship building, issue resolution and client satisfaction initiatives.
• Serve as a leader, mentor and motivator to all client service representatives.
• Train all project managers regarding job role responsibilities and expectations.
• Recruit talented project managers and grow the team as appropriate for business needs.
• Provide day to day help, guidance and management of all project managers.
• Retain talent on the client services team to ensure consistent high quality client service delivery.
• Define quality standards and implement new client services process to meet quality standards.
• Act as the company's advocate for adherence to all privacy and confidentiality regulations and laws relative to our client database and client proprietary information.
• Manage and coordinate all resource utilization across client service projects and all client accounts.
• Collaborate and directly interface with company leadership, internal teams, clients and vendors.
• Work directly with sales, marketing, application development and technical support.
• Demonstrate a high level of integrity, purpose and determination to meet company objectives.
• Help attain and exceed company revenue objectives and key performance goals.
• Assist with growth of client accounts for incremental revenue and services penetration.
• Define, build, implement and continuously improve client service processes, protocol and practices.
• Assist leadership team with development of service offerings, pricing strategy, staffing plans and client services systems requirements.
• Represent our client services group at industry meetings, and client meetings.
• Present to leadership for status updates, operating presentations and client satisfaction evaluations.
• Responsible for the safety adherence and culture within the team and contractors.
• Perform other duties as assigned.

Requirements

• B/S degree in Business or related field or equivalent education and/or work experience required.
• MBA preferred.
• PMP certification preferred.
• Minimum of 8 years managing a client services or customer service team in the data center industry with experience managing medium and large accounts.
• Extensive experience and understanding of contract terms and conditions.
• Experience with and understanding of account service level agreements (SLAs).

Nice-to-haves

• Strong written and verbal communication skills, including the ability to give presentations and clearly communicate complex information to an audience.
• Strong planning, organization, and time management skills.
• Ability to balance and prioritize competing interests and delegate responsibilities.

Benefits

• Competitive compensation based on experience, education, and location.
• Annual bonus based on individual and company performance.
• Paid time-off, medical, dental, and vision benefits.
• Life and supplemental insurance, short-term and long-term disability.
• Flexible spending account.
• 401k retirement plan.