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 management and oversight of client New Service Commencement (NSC) activities. This role emphasizes process improvement, mentorship, and maintaining high service delivery standards across all client accounts. The manager will also be involved in client relationship management, project delivery, and team development, contributing to the overall success of the organization.

Responsibilities

• Implements >= 99% clients on time, on budget and within contract scope.
• Maintains SAS70 Type II corporate status with zero exceptions.
• Ensures projects are delivered on time, within budget and according to specifications.
• Schedules and facilitates weekly project status meetings.
• Provides sales engineering support for RFP responses.
• Fully defines, implements and tests RES business continuity plan to industry standards.
• Establishes and maintains client relationships.
• Responsible for department weekly, monthly and quarterly reporting.
• Maintains a high level of service delivery across all client accounts.
• Serves as the primary management point of contact for client concerns and any client related service issues.
• Ensures that all service contract performance terms and conditions are met to client specifications.
• Conducts quality satisfaction reviews with clients to measure and improve satisfaction in all areas of client service delivery.
• Retains clients through relationship building, issue resolution and client satisfaction initiatives.
• Serves as a leader, mentor and motivator to all client service representatives.
• Trains all project managers regarding job role responsibilities and expectations.
• Recruits talented project managers and grows the team as appropriate for business needs.
• Provides day to day help, guidance and management of all project managers.
• Retains talent on the client services team to ensure consistent high quality client service delivery.
• Defines quality standards and implementing new client services process to meet quality standards.
• Acts as the company's advocate for adherence to all privacy and confidentiality regulations and laws relative to our client database and client proprietary information.
• Manages and coordinates all resource utilization across client service projects and all client accounts.
• Collaborates and directly interfaces with company leadership, internal teams, clients and vendors.
• Works directly with sales, marketing, application development and technical support.
• Demonstrates a high level of integrity, purpose and determination to meet company objectives.
• Helps attain and exceed company revenue objectives and key performance goals.
• Assists with growth of client accounts for incremental revenue and services penetration.
• Defines, builds, implements and continuously improves client service processes, protocol and practices.
• Assists leadership team with development of service offerings, pricing strategy, staffing plans and client services systems requirements.
• Represents our client services group at industry meetings, and client meetings.
• Presents to leadership for status updates, operating presentations and client satisfaction evaluations.
• Responsible for the safety adherence and culture within the team and contractors.
• Performs 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.