Client Experience Leader

NTT DATA's Client is seeking a Client Experience Leader to focus on IT services outcomes in small to mid-size hospitals within a given geographic market. Working in conjunction with the market IS Delivery Leaders and customer market service delivery leaders, the role is accountable for the delivery of service commitments to the hospital, managing customer relationships, and managing NTT Data Delivery team members (local and leveraged). Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements Reprioritize assigned day-to-day IT support requirements based on high impacting issue to meet program and service level agreements. Provides direction to NTTD Teams (Network/Systems, Desktop, Service Desk, Provisioning, Data Center Operations support, etc.). Assess the Technical Capabilities of IT Support Teams and makes pertinent recommendations and improvement opportunities Participates in Daily Hospital Huddles and owns follow-up action items. Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes. Acts as a liaison between Client Department and Hospital Administration, Corporate IS, and NTT DATA Services' Regional Management. Handles escalations from MSDL / CDL and NTTD Team Members. Analyzes moderately complex to complex problems and ensures the implementation of corrective actions. Participate in Client Project Discussions that intersect multiple IT Service Towers. Provide cross training and knowledge transfer amongst NTTD Team members. Provide site leadership and planning for technical support of Client and hospital-based infrastructure. Basic Qualifications: Minimum of 3-5 years of experience in participating in performance analytics and transformational initiatives (preferably IT-focused) Minimum of 5-7 years of experience in senior level customer relationship service delivery Minimum of 5-7 years of experience in end user service Level management Ability to effectively work in matrixed organizations Ability to translate technical requirements to both customer and internal partner organizations Preferred Skills: Strong technical and product knowledge of end user infrastructure operations Experience in IT programs and system deployments Excellent verbal and written communication skills with emphasis in customer service, including experience handling difficult customers and conflict resolution Excellent interpersonal skills and ability to work collaboratively in a team environment Experience working in a hospital or healthcare environment Experience or certification in ITIL processes Experience in project and program management Experience in business development, revenue expansion Experience in leading transformational or management of change deployments The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.