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Manager - Service Delivery

4 months ago

Hyderabad, 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?

Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems.

Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software.

Establishes and maintains lines of communication with design engineering and software development on design, reliability, and maintenance issues.

Ensures that engineers are current with the latest upgrades and/or new releases.

May be involved in customer installation and training programs.

Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

What you'll be doing

The Managed Services (MS) Operations Manager operates as part of the Global Center of Excellence and is accountable for service delivery in the CoEâs in the provision of the highest level of client satisfaction and the successful continuance of business operations within NTT. They assist with the planning, building and support of delivering managed services and work with regional and local teams to meet business objectives.

Key Roles and Responsibilities:

  • Proactively monitor and drive service delivery to clients from the Operations Centre and/or CoE
  • Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in the Operations Centre and/or CoE
  • Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites
  • Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate
  • Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
  • Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients.
  • Provide operational support and continuous service improvement post client handover from TS (or other) teams
  • Plan and implement training and development initiatives for direct reports
  • Review training requirements for service operations teams
  • Engage with clients for technical operations as part of routine operations
  • Plan and implement key service improvement priorities based on a continual service improvement approach
  • Feed continual service improvement priorities into the automation team
  • Lead the team in the implementation of strategic initiatives
  • Measure, analyse and improve teamâs delivery capabilities
  • Ensure 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 Operations Centre and/or CoE in line with the performance established by the business
  • Ensure maximum uptime and the accurate and early response to client operational issues
  • Responsible for resource planning and work allocation to meet agreed service levels
  • Identify opportunities for continuous service improvement
  • Engage 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:

  • Typically requires substantial related experience with a Bachelorâs or equivalent degree; or extensive experience
  • ITIL certification
  • Relevant technical certifications


Required Experience:

  • Substantial experience in coaching and mentoring teams on a daily basis
  • Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
  • Demonstrated experience in organisational change management (transformational experience)
  • Substantial experience in the management of people, process and technology
  • Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack

Skills Summary

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

What will make you a good fit for the role?

Remote Type


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.