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The Senior Service Adoption Specialist is an advanced subject matter expert, accountable for ensuring the client is receiving the best value according to the Software Defined Infrastructure (SDI) Core Digital and Technical deployment use cases.
This advanced subject matter expert prepares monthly, and quarterly reviews of overall performance delivered from Technology Infrastructure Services (TIS) offering for clients within the SDI Services offering.
The Senior Service Adoption Specialist is accountable for driving effective adoption of complex SDI Services, ensuring that the high percentage of potential users using the offering are engaging in the activities that are most likely to deliver customer value, thereby enabling the client through the entire lifecycle of Land, Adopt, Expand, and Renew (LAER).
Key responsibilities:- Strengthens client business relationship through engagement, demonstration, and value opportunities.
- Drives client’s business continuity and client technology adoption and migration within SDI Services offering.
- Leads customer success teams in the development of relationships, opportunities, and proposals.
- Submits DEMO content for review and approval by Sales and Offer review team.
- Optimizes and improves processes and the overall approach where necessary.
- Develops client success plans and executes quarterly plans to meet goals and performance metrics.
- If necessary, liaises with third-party support of various technology vendors.
- Creates and implements roadmap for standardizing calibrated machines, gages, fixtures, probing systems.
- Ensures that relationships with cross functional teams are fostered to meet internal and external customer needs.
- Identifies and works with peers at an advanced level.
- Engages with risk leadership to ensure technology strategy and investment is in line with business function objectives.
- Participate in tender process, that is, the design, submission, and review.
- Interacts with and provides technical and event support for SDI offering.
- Manages scope risks, establishes and executes scope client specific recovery plans when required.
- Manages continuous improvement of the inspection technologies, gage control processes and policies.
- Leads trainings with customer success teams to enhance the overall positioning capabilities of SDI Services offering.
- Explains specifically how changes in competitors, clients, and market segments affect own business or institution.
- Performs any other related task as required.
To thrive in this role, you need to have:- Ability to work under pressure with minimal daily instructions received from line manager.
- Advanced knowledge and understanding of IT industry and client environment and business needs.
- Excellent client engagement skills with the ability to support client delivery management teams in complex engagements.
- Interpersonal skills with the ability to develop solid client relationships.
- Excellent communication skills (both verbally and written) with the ability to employ these skills to interact with a variety of stakeholders.
- Advanced problem-solving skills and uses initiative to drive innovation and identify potential opportunities within the accounts.
- Advanced product expertise enabling the understanding of how the company offerings technically works.
- Advanced process expertise, ensuring the understanding of critical processes that are common across many clients.
- Advanced vertical industry expertise, ensuring the understanding of the language and challenges of a specific industry or market segment.
Academic qualifications and certifications:- Bachelor’s degree or equivalent in Information Technology or related field.
- Relevant ITIL certification preferred.
Required experience:- Advanced experience in a similar role, preferably gained within a global IT services organization.
- Advanced experience of working within an IT services, solutions, and technologies environment.
- Advanced experience working in an IT services organization, whether in a technical role or IT project management role, can be beneficial.
- Advanced experience in roles related to service adoption, customer success, customer support, or IT service management is crucial.
- Advanced experience helping clients effectively use IT services.
- Proven project management methodologies and tools background and experience, specifically in deploying and adopting services.
- Advanced experience in client-facing or customer support roles is valuable.
- Advanced change management experience required.
Workplace type:
Hybrid Working
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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