Service Delivery Operations Specialist

3 days ago


Mumbai, Maharashtra, India NTT DATA Full time

About the Role

NNTT DATA is seeking a highly skilled Service Delivery Operations Specialist to join our team. In this role, you will be responsible for working closely with internal service delivery teams to assist with the planning, coordination and monitoring of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.

Key Responsibilities:

  • Assist with the management of the shift roster and ensure that all operations metrics are monitored.
  • Ensure that shift handover processes are adhered to and managed.
  • Manage shift escalations from clients.
  • Dashboards key Metrics and manage about-to-be-breached situations.
  • Contribute to ensuring that services meet stated service level agreement (SLA) levels.
  • Ensure that operational deliverables enable cost-effective, client-centric delivery that meets SLAs.
  • Monitor the operational effectiveness of support services and develop and implement required improvement plans.
  • Balance the needs of the client with the strategic direction of the company.
  • Understand core issues affecting the client and work with relevant service teams to resolve.
  • Help identify needs, risks, and issues and propose appropriate solutions and courses of action.
  • Provide input to Operations Managers and Service Managers during client reviews.

Requirements

  • A bachelor's degree or equivalent in Information Technology or Business Administration or related field.
  • ITIL foundation certification is preferred.
  • Moderate level of work experience in service delivery within a large-scale technology services environment.
  • Moderate level of experience gained in a service delivery environment including technical and service management exposure.
  • Moderate level of experience in managing customer escalation situations and objection handling.
  • Moderate level of demonstrated support operations experience.

Compensation

The estimated salary for this role is around $60,000-$80,000 per annum, depending on location and experience. NTT DATA offers a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success.

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