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Role SummaryThe Client Delivery Manager – Microsoft 365 is responsible for the successful end-to-end delivery of Microsoft 365 services to clients, ensuring service performance, customer satisfaction, and contractual outcomes are achieved. The role acts as the primary client-facing lead for M365 delivery, coordinating technical teams, managing service governance, and driving continual service improvement aligned to client business objectives.Key Roles & ResponsibilitiesOwn and manage client delivery for Microsoft 365 services, ensuring SLA, KPI, and contract commitments are metAct as the primary escalation and relationship manager for M365 service delivery issuesCoordinate delivery across engineering, operations, security, and governance teamsLead service review meetings, operational governance forums, and executive updatesOversee incident, problem, and change management processes for client environmentsManage service onboarding, transitions, and operational readiness for this contract.Drive continual service improvement, automation, and optimisation initiativesEnsure alignment between client requirements and Microsoft 365 roadmap changesManage risks, dependencies, and service improvement backlogsEnsure service delivery aligns with security, compliance, and regulatory obligationsSupport commercial activities including renewals, service expansions, and cost optimisationMaintain accurate service documentation, reporting, and delivery artefactsCollaborate with account management and sales on growth opportunities

Knowledge Skills & Attributes

Strong ability to transition services from incumbent providers and set up your organisation for success.Strong understanding of managed services and client delivery operating modelsExcellent client relationship management and communication skillsAbility to translate technical delivery into business outcomesStrong service governance and risk management mindsetConfident decision-maker and problem-solver under pressureHighly organised with strong prioritisation and coordination skillsCommercially aware with focus on value and outcomesCollaborative leadership style across multi-disciplinary teamsCustomer-centric, proactive, and continuous-improvement focused

Academic Qualifications & Certifications

Bachelor’s degree or equivalent experience in:Information TechnologyBusiness ManagementInformation SystemsCertifications (desirable):ITIL Foundation or ITIL Managing ProfessionalMicrosoft 365 Fundamentals (MS-900)Prince2, PMP, or equivalent project/service management certificationAgile or SAFe certification (desirable)Service management or leadership qualification

Required Experience

8+ years’ experience collaboration, or workplace technology services3–5 years in a managed services leadership or service management roleProven experience delivering Collaboration services in enterprise or global environmentsExperience managing distributed teams and third-party vendorsStrong background in SLA-driven service delivery and customer supportExperience operating in ITIL-based service management environments

Technical Expertise

Good awareness of the Microsoft 365 service portfolio:ITSM platforms (ServiceNow or equivalent)Monitoring, reporting, and analytics for operational performanceLicensing models, capacity planning, and cost optimisation strategies

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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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