Client Services Leader

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

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Executive client relationship management
• Strategic account leadership
• Business and financial acumen
• Service delivery and operational excellence
• Revenue growth, cross-selling, and…