Support Services Lead

NTT DATA · Melbourne

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The Support Services Lead 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 (including SDIS market growth and enablement), oversee renewals and annuity management, and act as the liaison between the TS leadership, Sales teams, Delivery, Operations, Finance, and vendor stakeholders to ensure services are commercially competitive, operationally sound, and positioned for sustainable revenue growth.

The role is accountable for Support Services business growth, renewals excellence, commercial readiness, operational effectiveness, and the successful market adoption of SDIS offerings in Australia. Success is measured by SS revenue growth, renewal conversion and retention rates, SDIS adoption and market penetration, sales enablement effectiveness, operational SLA attainment, gross margin, and strategic contribution to the TS portfolio.

Key responsibilities:

Support Services Business Growth & Commercial Strategy

• 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

Renewals & Annuity Management

• Oversee renewals strategy, governance, and team performance for the installed base across support services contracts

• Build and lead a renewals team (Renewals Manager, Renewal CSMs) 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

Offer Readiness & Commercial Readiness

• 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

SDIS Market Growth & Enablement

• 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

Sales & Partner Enablement

• 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

Operational Support & Governance

• 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

Cross-Functional Leadership & Alignment

• Act as primary point of contact and commercial leader for SS and SDIS across Sales (GTM), Delivery (Matt), 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.

Key Criteria (Must-Have):

• Experience: 8+ years in services/MSS, proven revenue growth track record, renewals expertise, team leadership, commercial acumen
• Skills: Commercial strategy development, stakeholder management, operational discipline, strategic thinking, communication, problem-solving
• Mindset: Business architect mentality, customer-centric, ownership, collaborative leader

Nice-to-Have:

• Infrastructure services background (DC, networking, managed services)
• Global enterprise IT experience
• SaaS/subscription model experience
• Vendor management (HP, Cisco, etc.)
• Product management or GTM experience
• Data-driven analytics capability

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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 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 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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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.

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