Senior Manager, Managed Services Operations

4 weeks ago

Bangalore, India NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In todayâs âiNTTerconnectedâ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worldâs most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.


Your career here is about believing in yourself, and taking on great opportunities and new challenges.Itâs about growing your skills and expertise in your current role and preparing yourself for the future.  Thatâs why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

The Senior Manager, Managed Services Operations operates within a Region/Country or Services Division and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within NTT. This role ensures managed service is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement. Their primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client. This role assists with the planning, building and supporting of delivering managed services to meet business objectives.

What you'll be doing

Key Roles and 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, etc 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
  • Reviews training requirements for service operations teams
  • 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
  • Measures, analyses and improves teamâs 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 analysed, 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


Knowledge, Skills and Attributes:

  • Excellent organisational and team leadership skills
  • Excellent communication skills â both verbal and written
  • Ability to collaborate with internal stakeholders and external clients
  • Ability to understand budgets and cost management
  • Strong leadership skills including effective time management, prioritisation and delegation of work
  • Excellent focus on client centricity
  • Highly focused on business outcomes
  • Ability to guide the team through transformational objectives set out by the business
  • Ability to communicate and work across different cultures and social groups
  • Ability to work well in a pressurised environment
  • Ability to adapt to changing circumstances


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or Business Administration or related Typically requires substantial related experience with a Bachelorâs or equivalent degree
  • ITIL certification


Required Experience:

  • Extended experience in coaching and mentoring engineering team(s) gained within an information technology services organisation
  • Extended demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc)
  • Extended demonstrated experience in organisational change management (transformational experience)
  • Extended demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Centre

Skills Summary

Continual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management

Workplace type:

Hybrid Working

Join our growing global team and accelerate your career with us. Apply today.


A career at NTT means:

  • Being part of a global pioneer â where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

  • Being at the forefront of cutting-edge technology â backed with a 150-year heritage of using technology for good. With 40% of the worldâs internet traffic running on our network and where Emoji were first invented, you can be proud of the groupâs many new âfirstsâ.

  • Making a difference â by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being your best self â in a progressive âConnected Workingâ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

  • Having ongoing opportunities to own and develop your career â with a personal and professional development plan and access to the broadest learning offerings in the industry.

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