Senior Team Lead, Services Operations

1 month ago

Bengaluru, Karnataka, 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.

Your career here is about believing in yourself, and taking on great opportunities and new challenges.It's about growing your skills and expertise in your current role and preparing yourself for the future. That's 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 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

Skills Summary

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

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 – 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.

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