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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
#LIAPAC
Workplace type
:
Hybrid Working
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 setting 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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📌 Support Services Lead (Brisbane)
🏢 Ntt
📍 Brisbane