Remote: Hybrid

Job DescriptionMake an impact with NTT DATAJoin 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.Your day at NTT DATAThe 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 StrategyOwn the growth strategy and commercial positioning for Support Services across all market segmentsDrive revenue expansion through improved offer positioning, pricing optimisation, and market penetration initiativesIdentify and evaluate new SS service offerings and commercial models aligned to market demand and TS portfolio strategyConduct competitive analysis and market intelligence to inform pricing, positioning, and go-to-market decisionsRenewals & Annuity ManagementOversee renewals strategy, governance, and team performance for the installed base across support services contractsBuild and lead a renewals team (Renewals Manager, Renewal CSMs) to drive annuity retention and expansionEstablish renewals segmentation strategy, lifecycle management, and escalation protocols for at-risk accountsTrack renewals pipeline, conversion rates, and forecasting accuracy; drive accountability for renewal targetsOffer Readiness & Commercial ReadinessDefine and maintain SS service offers, including pricing, packaging, SLAs, and commercial terms for market launch and ongoing refinementCoordinate with Delivery, Operations, and Finance to ensure all SS offers are operationally feasible,



cost-modeled, and margin-accretiveDevelop and maintain sales collateral, value propositions, ROI models, and competitive positioning for SS and SDIS servicesEnsure compliance with contracting, billing, vendor agreements, and operational requirements for all SS offeringsSDIS Market Growth & EnablementOwn the successful introduction, enablement, adoption, and commercial performance of globally developed SDIS services within AustraliaAct 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 adoptionCoordinate SDIS localisation (pricing, commercial models, contracting, billing, operational setup) and local launch planningMonitor SDIS pipeline, adoption, and revenue performance; identify opportunities for upsell, cross-sell, and attach within the SS portfolioSales & Partner EnablementDevelop and deliver enablement sessions for sales, presales, client success, and delivery teams on SS and SDIS offeringsEnsure teams understand service features, advantages, target use cases, competitive differentiation, and renewal strategiesSupport strategic opportunities, bids, proposals, and high-value renewals with commercial and technical guidanceOperational Support & GovernanceProvide operational support to Delivery teams on service delivery excellence, SLA attainment, customer satisfaction, and cost managementEstablish performance metrics and governance cadence for SS revenue, profitability, renewal conversion, and SDIS adoptionCoordinate vendor relationships, partner programmes, and backout policies to ensure alignment with commercial and operational objectivesDrive continuous improvement through market feedback, customer insights, and post-renewal/post-engagement reviewsCross-Functional Leadership & AlignmentAct as primary point of contact and commercial leader for SS and SDIS across Sales (GTM), Delivery (Matt), Operations, Finance, Procurement, and Global Product teamsProvide regular performance reporting, market insights, and strategic recommendations to TS leadershipEscalate 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 acumenSkills: Commercial strategy development, stakeholder management, operational discipline, strategic thinking, communication, problem-solvingMindset: Business architect mentality, customer-centric, ownership, collaborative leaderNice-to-Have:Infrastructure services background (DC, networking, managed services)Global enterprise IT experienceSaaS/subscription model experienceVendor management (HP, Cisco, etc.)Product management or GTM experienceData-driven analytics capability#LIAPACWorkplace type:Hybrid WorkingAbout NTT DATANTT DATA is a $30+ billion business and technology services leader, serving 75% of the FortuneGlobal 100. We are committed to accelerating client success and positively impacting society throughresponsible innovation. We are one of the world’s leading AI and digital infrastructure providers, withunmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers andapplication services. Our consulting and industry solutions help organizations and society moveconfidently and sustainably into the digital future. As a Global Top Employer, we have experts in morethan 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well asestablished and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion eachyear in R&D.Equal; Chance EmployerNTT 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 recruitersNTT 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.

📌 Support Services Lead (Brisbane)
🏢 Ntt
📍 Brisbane