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.
Your day at NTT DATA
The Senior Manager, Managed Services Operations is a senior management role, responsible for operating within a Region/Country or Services function and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within the organization.
The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client and assists with the planning, building and supporting of delivering managed services to meet business objectives.
Key responsibilities:- Proactively monitors and drives service delivery to clients.
- Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.
- Works with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites.
- Ensures that the standard client information repository related to technology, operations manuals is current and accurate.
- Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.
- Runs the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
- Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
- Plans and implements training and development initiatives for direct reports.
- Engages with clients for technical operations as part of routine operations.
- Plans and implements key service improvement priorities based on a continual service improvement approach.
- Feeds continual service improvement priorities into the automation team.
- Leads the team in the implementation of strategic initiatives and measures, analyses and improves team’s delivery capabilities.
- Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.
- Responsible for the day to day running of the Managed Services Operations team in line with the performance established by the business.
- Ensures maximum uptime and the accurate and early response to client operational issues.
- Responsible for resource planning and work allocation to meet agreed service levels.
- Identifies opportunities for continuous service improvement.
- Engages with clients for technical operations as part of routine operations
To thrive in this role, you need to have:- Excellent organizational and team management skills.
- Excellent communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
- Extended understanding of budgets and cost management.
- Excellent time management, prioritization and delegation abilities.
- Excellent focus on client centricity.
- Highly focused on business outcomes.
- Ability to guide the team through transformational objectives set out by the business.
- Excellent ability to work across different cultures and social groups.
- Ability to work well in a pressurized environment and adapt to changing circumstances.
Academic qualifications and certifications:- Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
- ITIL certification is desirable.
Required experience:- Extended experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
- Extended demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
- Extended demonstrated experience in organizational change management (transformational experience).
- Extended demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.
Workplace type:
On-site 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 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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