Manager, Managed Services Operations

4 weeks ago

Hyderabad, Telangana, 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 today's 'iNTTerconnected' 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 world's 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.

Want to be a part of our team?

The 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.

Working at NTT

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 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 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 – 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 Bachelor's or equivalent degree
  • ITIL certification


Required Experience:

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

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?

Workplace type:

On-site Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

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

A career at NTT means:

  • Being part of a global pioneer – 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 – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
  • Making a difference – 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 – in a progressive 'Connected Working' 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 – with a personal and professional development plan and access to the broadest learning offerings in the industry.

  • Manager, IT Operations

    7 days ago

    Hyderabad, Telangana, India Zelis Full time

    Position Title: IT Operations Manager (Service Desk and End User Computing) Location: Hyderabad, India Employment Type: Full-Time Company: Zelis Overview The IT Operations Manager is responsible for overseeing the IT Service Desk and End User Computing (EUC) functions. This role ensures the efficient operation of IT support services, focusing on...

  • Team Lead, Managed Services Operations

    7 days ago

    Hyderabad, Telangana, India NTT Full time

    JOB DESCRIPTIONNTT 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 today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients...

  • Team Lead, Managed Services Operations

    7 days ago

    Hyderabad, Telangana, 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 today's 'iNTTerconnected' 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...

  • Team Lead, Managed Services Operations

    1 month ago

    Hyderabad, Telangana, 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 today's 'iNTTerconnected' 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...

  • Team Lead, Managed Services Operations

    7 days ago

    Hyderabad, Telangana, India NTT Full time

    JOB DESCRIPTION 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 today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our...

  • Team Lead, Managed Services Operations

    3 weeks ago

    Hyderabad, Telangana, 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 today's 'iNTTerconnected' 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...

  • Operations Manager

    7 days ago

    Hyderabad, Telangana, India LTIMindtree Full time

    Operations Manager - JDROLE DESCRIPTIONAs a Tech. Support Manager (/Operations Manager), Project management responsibilities include delivering and managing every project on time within budget and scope. Manager is responsible for ensuring the success of our customers by effectively managing a team along with associated support projects and processes. This...

  • Operations Manager

    7 days ago

    Hyderabad, Telangana, India Drivers4Me Full time

    Company DescriptionDrivers4 Me is a driver aggregator startup based in Hyderabad.We provide on-demand, mobile app-based car driver hiring services in India.Our goal is to assist car owners in finding licensed individuals nearby who can provide punctual, hassle-free, and cost-effective service.We also aim to help professional drivers or licensed individuals...

  • Operations Manager

    7 days ago

    Hyderabad, Telangana, India LTIMindtree Full time

    Operations Manager - JD ROLE DESCRIPTION As a Tech. Support Manager (/Operations Manager), Project management responsibilities include delivering and managing every project on time within budget and scope. Manager is responsible for ensuring the success of our customers by effectively managing a team along with associated support projects and processes....

  • Operations Manager

    7 days ago

    Hyderabad, Telangana, India Drivers4Me Full time

    Company Description Drivers4Me is a driver aggregator startup based in Hyderabad. We provide on-demand, mobile app-based car driver hiring services in India. Our goal is to assist car owners in finding licensed individuals nearby who can provide punctual, hassle-free, and cost-effective service. We also aim to help professional drivers or licensed...

  • Operations Manager

    7 days ago

    Hyderabad, Telangana, India GoKhana Full time

    About GoKhana - ToBox Ventures Pvt Ltd:GoKhana is a full-stack B2B technology company that manages end-to-end food programs for corporates and enables the Next-Gen Digitized Cafeteria. Bringing together an imaginative blend of technology, logistics and food service management, GoKhana offers SaaS solutions to digitize corporate cafeterias and eateries in...

  • Operations Manager

    7 days ago

    Hyderabad, Telangana, India GoKhana Full time

    About GoKhana ToBox Ventures Pvt Ltd:GoKhana is a full-stack B2B technology company that manages end-to-end food programs for corporates and enables the Next-Gen Digitized Cafeteria. Bringing together an imaginative blend of technology, logistics and food service management, GoKhana offers SaaS solutions to digitize corporate cafeterias and eateries in tech...

  • Engineering Manager

    7 days ago

    Hyderabad, Telangana, India ZestIoT: IoTAI powered connected operations platform Full time

    Ideal candidate with leadership across Software Engineering, People Leadership & product led growthCompany DescriptionZestIoT is an IoT/AI powered connected operations platform located in Hyderabad. Founded in 2016, ZestIoT Technologies serves customers across the globe in industries such as Aviation, Manufacturing, Food & Beverages (F&B), and Oil & Gas. The...

  • Operations Manager

    7 days ago

    Hyderabad, Telangana, India NNIIT Full time

    NNIIT is a pioneering Ed-tech start-up to empower individuals in the digital age. We are actively seeking talented individuals to join our dynamic team in Hyderabad. If you meet the qualifications and are passionate about making an impact in the Ed-tech sector, keep reading Job Title: Operations Manager - Edu Tech One-on-One Classes Salary: 2-5 LPA Work...

  • Engineering Manager

    7 days ago

    Hyderabad, Telangana, India ZestIoT: IoTAI powered connected operations platform Full time

    Ideal candidate with leadership across Software Engineering, People Leadership & product led growth Company Description ZestIoT is an IoT/AI powered connected operations platform located in Hyderabad. Founded in 2016, ZestIoT Technologies serves customers across the globe in industries such as Aviation, Manufacturing, Food & Beverages (F&B), and Oil & Gas....

  • Operations Manager

    7 days ago

    Hyderabad, Telangana, India Zomoz Full time

    Company DescriptionZomoz is a food and beverage quick service restaurant chain based in Hyderabad with presence in 6 cities. We specialize in momos, dim sums, baos, and related items. We are committed to providing delicious and authentic food to our customers.Role DescriptionZomoz is hiring for the role of Operations Manager to manage the daily functions of...

  • Manager - Service Delivery

    3 weeks ago

    Hyderabad, Telangana, 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 today's 'iNTTerconnected' 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...

  • Manager - Service Delivery

    1 month ago

    Hyderabad, Telangana, 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 today's 'iNTTerconnected' 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...

  • Manager - Service Delivery

    7 days ago

    Hyderabad, Telangana, India NTT Full time

    JOB DESCRIPTION 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 today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our...

  • Human Resources Operations Manager T500-11976

    7 days ago

    Hyderabad, Telangana, India Evernorth Health Services Full time

    Evernorth Health Services, a division of The Cigna Group is seeking a HR Operations & Payroll Manager, based at its Hyderabad Innovation Hub (HIH). Responsible for the company's day to day HR operations - onboarding & offboarding activities, labor compliance, employee personnel records, HRMS (Workday, ZingHR etc.) support, HR reports & dashboards, responding...