Senior Team Lead, Services Operations

2 days ago

Bengaluru, Karnataka, India NTT Full time

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

The Senior Team Lead, 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 support services is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational. This is done through overseeing the technical support of NTT clients by field engineers, technicians and support specialists who play a pivotal role in diagnosing, troubleshooting and repairing one or more of the following - complex infrastructure, or networking and wireless networking systems.

This role has the core responsibility of supervising engineers who work on resolving issues reported by NTT clients.

What you'll be doing

Key Roles and Responsibilities:

  • Plans, coordinates, and monitors the execution of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery
  • Ensures that services are delivered effectively and efficiently by carrying out routine operational tasks
  • Identifies and documents the system and tool requirements for optimal operations of the relevant offerings or capabilities
  • Recommends best practice for the deployment and ongoing operations management and technical support for service contracts
  • Ensures that the operational deliverables enable cost effective, client centric delivery that meets the service level agreements
  • Monitors the operational effectiveness of support services provided to clients and develops and implements the required improvement plans
  • Supervises engineers who work on resolving issues reported by NTT clients


Knowledge, Skills and Attributes:

  • Business and commercial acumen
  • Ability to coach and develop the team
  • Ability to balance and plan the short-term and long-term actions of the team
  • Ability to manage time effectively while setting the tone of the team through modelling and leadership
  • Excellent written and verbal communication skills
  • Strong customer service focus
  • Ability to work in a fast paced and deadline driven environment
  • Proven ability to build, manage and foster a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Experience in developing establishing processes and enforcing adherence to processes policies
  • Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or Business Administration or related
  • ITIL certification


Required Experience:

  • Solid experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of services
  • Solid experience in a service delivery environment including technical and service management exposure
  • Solid demonstrated experience leading and managing a team
  • Solid experience service operations and managing a global delivery team

Workplace type:

Hybrid Working

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. Accelerate your career with us. Apply today

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