Client Services Leader
Job Description
Company: NTT DATA, Inc.
Job Title: Client Services Leader
Function: Client Services / Delivery Leadership
Location: Reporting To: Multi Tower Services Leader India
Employment Type: Full-Time
Role Purpose
The Client Services Leader (CSL) is accountable for delivering an exceptional end-to-end client experience across assigned strategic accounts and portfolios. The CSL provides leadership across client engagement, service delivery, financial performance, account growth, and talent development.
Working within a multi-practice, matrix environment, the CSL serves as the primary owner of the client relationship and ensures high-quality delivery, sustained client value, operational excellence, and profitable growth in alignment with NTT DATA, Inc.’s strategic priorities.
Key Responsibilities
Client Relationship Management
- Serve as the primary point of accountability for the overall client experience.
- Establish and maintain trusted relationships with senior client stakeholders, including executive sponsors.
- Lead client governance forums, executive business reviews, service-performance meetings, and strategic account discussions.
- Ensure clear, proactive, and transparent communication regarding delivery performance, priorities, risks, and opportunities.
- Anticipate evolving client needs and align internal teams to deliver relevant, value-driven solutions.
Delivery and Operational Excellence
- Provide leadership oversight across multiple delivery teams, practices, and service lines.
- Ensure adherence to contractual commitments, agreed service levels, quality standards, and governance requirements.
- Monitor account health, delivery milestones, service metrics, client satisfaction, and operational performance.
- Lead the identification, mitigation, and resolution of delivery risks, issues, escalations, and dependencies.
- Drive continuous-improvement initiatives to strengthen service quality, efficiency, innovation, and client outcomes.
Financial Management and Business Growth
- Own the financial performance of assigned accounts or portfolios, including revenue, profitability, margin, forecasting, and cost optimization.
- Develop and execute account-growth strategies in partnership with sales, solutioning, delivery, and practice teams.
- Identify, shape, and pursue cross-sell, up-sell, and new-business opportunities.
- Ensure effective commercial governance, including scope management, change requests, resource utilization, and financial-risk management.
- Maintain focus on sustainable growth, long-term client value, and profitable account expansion.
People Leadership and Talent Development
- Lead, motivate, and develop high-performing cross-functional teams in a matrix environment.
- Foster a culture of client centricity, accountability, collaboration, inclusion, and continuous learning.
- Drive employee engagement, talent retention, capability development, and leadership development initiatives.
- Establish and maintain succession plans for key delivery and leadership positions.
- Mentor emerging leaders and ensure appropriate skills, capacity, and leadership capability are available to meet client needs.
Stakeholder and Governance Management
- Collaborate with internal stakeholders across delivery, sales, finance, human resources, technology practices, and executive leadership.
- Establish effective account-governance mechanisms to manage client commitments, operational performance, risks, and strategic initiatives.
- Provide timely and accurate reporting on account health, delivery performance, financial results, risks, and growth opportunities.
- Support informed decision-making through data-driven insights, recommendations, and action plans.
Required Qualifications and Experience
- Bachelor’s degree in Engineering, Technology, Business, or a related discipline.
- Postgraduate qualification in Business Management or a related field is preferred.
- Significant experience in IT services, consulting, managed services, enterprise delivery, or client-account leadership.
- Demonstrated experience managing strategic accounts, complex client engagements, or large delivery portfolios.
- Proven accountability for client satisfaction, service delivery, revenue growth, margin performance, and people leadership.
- Experience working within a global, multi-practice, matrix organization is preferred.
Core Competencies
- Executive client relationship management
- Strategic account leadership
- Business and financial acumen
- Service delivery and operational excellence
- Revenue growth, cross-selling, and up-selling
- Margin management and cost optimization
- Risk, issue, and escalation management
- Leadership, influencing, and decision-making
- Talent development and succession planning
- Communication, negotiation, and presentation skills
- Client-centric and outcome-focused mindset
Key Performance Indicators
Performance in this role will be measured through:
- Client satisfaction, retention, and relationship strength
- Achievement of service-level agreements and delivery-quality standards
- Revenue growth, profitability, margin performance, and cost optimization
- Growth in cross-sell, up-sell, and new-service opportunities
- Effective management of delivery risks, issues, and escalations
- Delivery predictability, operational efficiency, and continuous improvement
- Employee engagement, talent retention, and succession readiness
Equal Opportunity Statement
NTT DATA, Inc. is an equal opportunity employer committed to fostering an inclusive and diverse workplace. Employment decisions are based on business needs, job requirements, qualifications, merit, and performance.