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About the Role

Own the growth, enablement, commercial readiness, and operational excellence of the Support Services (SS) business line within NTT DATA Australia. Drive expansion of SS offerings and market penetration, oversee renewals and annuity management, and act as the liaison between various stakeholders to ensure services are commercially competitive, operationally sound, and positioned for sustainable revenue growth.

Responsibilities

Own the growth strategy and commercial positioning for Support Services across all market segments.
Drive revenue expansion through improved offer positioning, pricing optimisation, and market penetration initiatives.
Identify and evaluate new SS service offerings and commercial models aligned to market demand and TS portfolio strategy.
Conduct competitive analysis and market intelligence to inform pricing, positioning, and go-to-market decisions.
Oversee renewals strategy, governance, and team performance for the installed base across support services contracts.
Build and lead a renewals team to drive annuity retention and expansion.
Establish renewals segmentation strategy, lifecycle management, and escalation protocols for at-risk accounts.
Track renewals pipeline, conversion rates, and forecasting accuracy; drive accountability for renewal targets.
Define and maintain SS service offers, including pricing, packaging, SLAs, and commercial terms for market launch and ongoing refinement.
Coordinate with Delivery, Operations, and Finance to ensure all SS offers are operationally feasible, cost-modeled, and margin-accretive.
Develop and maintain sales collateral, value propositions, ROI models, and competitive positioning for SS and SDIS services.
Ensure compliance with contracting, billing, vendor agreements, and operational requirements for all SS offerings.
Own the successful introduction, enablement, adoption, and commercial performance of globally developed SDIS services within Australia.
Act as liaison between Global Product teams and local sales, delivery, operations, finance, and vendor stakeholders to ensure SDIS products are market-ready and positioned for adoption.
Coordinate SDIS localisation (pricing, commercial models, contracting, billing, operational setup) and local launch planning.
Monitor SDIS pipeline, adoption, and revenue performance; identify opportunities for upsell, cross-sell, and attach within the SS portfolio.
Develop and deliver enablement sessions for sales, presales, client success, and delivery teams on SS and SDIS offerings.
Ensure teams understand service features, benefits, target use cases, competitive differentiation, and renewal strategies.
Support strategic opportunities, bids, proposals, and high-value renewals with commercial and technical guidance.
Provide operational support to Delivery teams on service delivery excellence, SLA attainment, customer satisfaction, and cost management.
Establish performance metrics and governance cadence for SS revenue, profitability, renewal conversion, and SDIS adoption.
Coordinate vendor relationships, partner programmes, and backout policies to ensure alignment with commercial and operational objectives.
Drive continuous improvement through market feedback, customer insights, and post-renewal/post-engagement reviews.
Act as primary point of contact and commercial leader for SS and SDIS across Sales, Delivery, Operations, Finance, Procurement, and Global Product teams.
Provide regular performance reporting, market insights, and strategic recommendations to TS leadership.
Escalate local market requirements, competitive threats, and customer feedback to inform global strategy and TS portfolio decisions.

Requirements

8+ years in services/MSS
Proven revenue growth track record
Renewals expertise
Team leadership experience
Commercial acumen
Business architect mentality
Customer-centric approach
Ownership mindset
Collaborative leadership style
Infrastructure services background (DC, networking, managed services) is a plus
Global enterprise IT experience is a plus
SaaS/subscription model experience is a plus
Vendor management experience (HP, Cisco, etc.) is a plus
Product management or GTM experience is a plus
Data-driven analytics capability is a plus

Skills

Commercial strategy development
Stakeholder management
Operational discipline
Strategic thinking
Communication
Problem-solving

Location

Australia

Work Type

Hybrid Working

Experience Level

8+ years

About the Company

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 70 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

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.