Senior Manager, Managed Services Operations
4 days ago
Want to be a part of our team?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.
Working at NTTKey Roles and Responsibilities:Proactively monitors and drives service delivery to clientsManages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineersWorks with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sitesEnsures that the standard client information repository related to technology, operations manuals, etc is current and accurateCreates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery modelRuns the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clientsProvides operational support and continuous service improvement post client handover from Technical Services (or other) teamsPlans and implements training and development initiatives for direct reportsReviews training requirements for service operations teamsEngages with clients for technical operations as part of routine operationsPlans and implements key service improvement priorities based on a continual service improvement approachFeeds continual service improvement priorities into the automation teamLeads the team in the implementation of strategic initiativesMeasures, analyses and improves team’s delivery capabilitiesEnsures 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 resolvedResponsible for the day to day running of the Managed Services Operations team in line with the performance established by the businessEnsures maximum uptime and the accurate and early response to client operational issuesResponsible for resource planning and work allocation to meet agreed service levelsIdentifies opportunities for continuous service improvementEngages with clients for technical operations as part of routine operations
Knowledge, Skills and Attributes:Excellent organisational and team leadership skillsExcellent communication skills – both verbal and writtenAbility to collaborate with internal stakeholders and external clientsAbility to understand budgets and cost managementStrong leadership skills including effective time management, prioritisation and delegation of workExcellent focus on client centricityHighly focused on business outcomesAbility to guide the team through transformational objectives set out by the businessAbility to communicate and work across different cultures and social groupsAbility to work well in a pressurised environmentAbility 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 degreeITIL certification
Required Experience:Extended experience in coaching and mentoring engineering team(s) gained within an information technology services organisationExtended 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 CentreSkills SummaryContinual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management
Workplace type:Hybrid Working
Equal Opportunity EmployerNTT 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 categoryApply from local Career site Apply from local Career site Back to search results
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