Manager Client Delivery - WinFS & M365 (m/f/d) Munich

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Role Summary The 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 & Responsibilities

• Own and manage client delivery for Microsoft 365 services, ensuring SLA, KPI, and contract commitments are met
• Act as the primary escalation and relationship manager for M365 service delivery issues
• Coordinate delivery across engineering, operations, security, and governance teams
• Lead service review meetings, operational governance forums, and executive updates
• Oversee incident, problem, and change management processes for client environments
• Manage service onboarding, transitions, and operational readiness for this contract
• Drive continual service improvement, automation, and optimisation initiatives
• Ensure alignment between client requirements and Microsoft 365 roadmap changes
• Manage risks, dependencies, and service improvement backlogs
• Ensure service delivery aligns with security, compliance, and regulatory obligations
• Support commercial activities including renewals, service expansions, and cost optimisation
• Maintain accurate service documentation, reporting, and delivery artefacts
• Collaborate 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 models
• Excellent client relationship management and communication skills
• Ability to translate technical delivery into business outcomes
• Strong service governance and risk management mindset
• Confident decision-maker and problem-solver under pressure
• Highly organised with strong prioritisation and coordination skills
• Commercially aware with focus on value and outcomes
• Collaborative leadership style across multi-disciplinary teams
• Customer-centric, proactive, and continuous-improvement focused

Academic Qualifications & Certifications

• Bachelor’s degree or equivalent experience in: Information Technology
• Business Management
• Information Systems
• Certifications (desirable): ITIL Foundation or ITIL Managing Professional
• Microsoft 365 Fundamentals (MS-900)
• Prince2, PMP, or equivalent project/service management certification
• Agile or SAFe certification (desirable)
• Service management or leadership qualification

Required Experience

• 8+ years’ experience collaboration, or workplace technology services
• 3–5 years in a managed services leadership or service management role
• Proven experience delivering Collaboration services in enterprise or global environments
• Experience managing distributed teams and third-party vendors
• Strong background in SLA-driven service delivery and customer support
• Experience 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 performance
• Licensing models, capacity planning, and cost optimisation strategies

Workplace type

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.

Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.