Client Delivery Manager

At NTT Luxembourg, we don’t just deliver IT services — we enable mission-critical operations for some of the world’s most strategic organizations. As Client Delivery Manager for the NATO Support and Procurement Agency (NSPA), you’ll play a key role in ensuring operational excellence, client satisfaction, and long-term partnership success.

This is more than a delivery role — it’s a chance to lead with impact in a high-security, high-performance environment, backed by the global expertise and innovation power of NTT.

What you will do

• Build and maintain strong relationships with NSPA stakeholders, acting as a trusted advisor and strategic partner.

• Ensure service delivery meets SLAs and contractual commitments, maintaining high standards of quality and reliability.

• Oversee daily operations and coordinate cross-functional teams to ensure seamless execution and client satisfaction.

• Lead, coach, and develop your team to foster a culture of accountability, innovation, and continuous improvement.

• Monitor performance metrics, report on KPIs, and identify opportunities to optimize delivery and drive growth.

• Anticipate challenges, resolve issues proactively, and manage risks to ensure business continuity and service excellence.

• Conduct regular project reviews with Project Managers to ensure alignment, progress tracking, and successful outcomes.

• Represent NTT in governance meetings, contributing to strategic decisions and ensuring alignment with client objectives.

• Support pre-sales activities by translating client needs into actionable service solutions and delivery models.

• Develop and manage the annual operational budget, ensuring financial discipline and transparency.

• Collaborate with the Sales Team to ensure accurate monthly billing and pass-through invoicing in line with contractual terms.

What you bring:

• Proven experience in managed services delivery and client management.

• Proven track record in IT Network or Security.

• Understanding of IT service models, SLAs, and service frameworks (ITIL).

• Excellent communication and stakeholder management skills.

• Ability to manage complex contracts and drive operational efficiency.

• Leadership skills to inspire and guide a high-performing team.

• Analytical mindset with a focus on results and client value.

• Experience working in secure or regulated environments

Your Background:

• • Degree in IT, Business, or related field.

  • ITIL and/or PMP certification preferred.

  • Experience in secure or regulated environments is a strong asset.

  • English is mandatory & French is an asset.

  • NATO Clearance or eligibility to obtain is mandatory

  • Any other security clearance (such as EU) will be an asset