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, overseeing day-to-day operations, and ensuring high-quality service delivery to clients. This role involves managing client relationships, implementing process improvements, and mentoring team members to achieve organizational goals. The position requires a strong focus on client satisfaction, project management, and adherence to service contract specifications.

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.

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.