Application Delivery Specialist (L1) at NTT Ltd.

Working at NTT

SAP Application Delivery Specialist is a key function in the Customer Services Organization (CSO) division of NTT and Dimension Data that drives service excellence and value creation for NTT and Dimension Data customers. Application Delivery Specialist are the link between the delivery engine, the COE within CSO and the customers. It is their responsibility to promote and maintain long term relationships with their allotted customers by ensuring that a consistent service is delivered resulting in annuity income for NTT.

Key Roles and Responsibilities:

Business Management

• Continuous service Improvement
• Efficient and cost effective SAP Support
• Identify and communicate sales opportunities to the relevant Account Manager

Financial Management

• Accountable for the billing process (ensure that customers are billed correctly and on time)
• Calculate and inform Finance of monthly WIP provisions
• Drive a GP % of 30%.
• Contract management (ensure that delivery is aligned with the contract and that contracts with the customer are signed)
• Complete financial workbooks (forecast vs actual) on a monthly basis.
• Approve timesheets on a weekly basis.

People Management

• Manage a diverse team of resources to deliver at an optimal level of service
• Liaise with other ADMs and the COE to ensure optimal service delivery across all customers
• Risk Management and Governance
• Ensure that all billable work performed can be invoiced by ensuring that agreements are signed and required documentation is produced.
• Adhere to the Dimension Data guidelines and methodologies.

Customer Management

• Build a level of rapport and trust with identified customers to ensure ongoing business and growth
• Drive the value for the customer on an ongoing basis
• Provide regular feedback (reports on weekly / monthly basis)
• Keep customer up to date in terms of progress on incidents and service requests
• Facilitate a monthly service delivery meeting with the assigned customers
• Compile / review and approve change requests and discuss these with the customer

Core Behavioural Competencies:

• Communication
• Stakeholder Management
• Risk Management
• Innovative
• Good writing skills
• Professional conduct
• Business Knowledge/business acumen
• High Stress Tolerance
• Driven/results oriented
• Attention to detail
• Financial Management (Billing & Reporting)
• Service mind set

Knowledge Requirements:

• General business and business process knowledge – various industries
• Continuous business improvement mind-set
• Financial management knowledge and insight (Account & National Perspective)
• A solid understanding of SAP and integration
• Good understanding of technical landscapes
• Understand and deal with contract management
• Business Relationship Management
• Contract Management
• Fundamentals of Project Management
• Presentation Skills, using PowerPoint
• CS Induction

Qualifications and/or Required Experience:

• Bachelor's degree essential
• ITIL 4 Foundation: IT Service Management (Certification)
• Basic business practice experience or knowledge
• In depth knowledge of MS Office (or similar) such as Word, PowerPoint, Excel and Projects
• SMO Process Training (includes ITSM)
• Advance Excel Course
• Advance Teams Course
• Power BI Beginner’s Course
• SAP experience
• Basic project management experience