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Managed Services Operations Specialist
1 month ago
About the Role
The Managed Services Operations Specialist is a seasoned subject matter expert responsible for working closely with internal service delivery teams to plan, coordinate, and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.
Key Responsibilities:
- Manage the shift roster and ensure all operations metrics are monitored.
- Ensure shift handover processes are adhered to and managed.
- Manage in-shift escalations from clients.
- Dashboards all key metrics and manages about-to-be-breached situations.
- Ensure services meet stated service level agreement (SLA) levels.
- Ensure operational deliverables enable cost-effective, client-centric delivery that meets SLAs.
- Monitor operational effectiveness of support services and develop and implement required improvement plans.
- Balance needs of the client with strategic direction of the organization.
- Understand core issues affecting the client and work with relevant service teams to resolve.
- Identify needs, risks, and issues and propose appropriate solutions and courses of action.
- Provide input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).
- Perform any other advanced operational tasks as required by leadership.
Requirements:
- Excellent customer service focus.
- Excellent communication skills and ability to prepare structured, and relevant communications to operations leaders.
- Excellent organizational skills with ability to work in fast-paced and deadline-driven environment.
- Proven ability to work creatively and analytically in problem-solving environment.
- Seasoned ability to quickly become proficient in delivery processes and related systems.
- Excellent ability to analyze, design, and improve operations processes.
- Excellent focus on business outcomes.
- Ability to work across different cultures and social groups.
- Ability to work well in pressurized environment and adapt to changing circumstances.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology or Business Administration or related.
- ITIL foundation certification.
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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
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, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
