Service Operations Manager

Manager, Service Operations

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

Your day at NTT DATA
The Manager, Service Operations is a management role, responsible for leading and overseeing the successful delivery of support services to clients within a Region/Country or Services Division.

The Manager, Service Operations is a people management role responsible for ensuring achievement of organisational and team objectives and fostering a collaborative and motivated work environment.

Key responsibilities:

• Manages service delivery to clients.
• Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.
• Works with client delivery teams to evaluate client reviews to ensure proactive incident management at client sites.
• Ensures that the standard client information repository related to technology, operations manuals, etc. is current and accurate.
• Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.
• Runs the support services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
• Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
• Plans and implements key service improvement priorities based on a continual service improvement approach.
• Ensures 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 analyzed, and issues are resolved.
• Responsible for the day to day running of the Support Services Operations team in line with the performance established by the business.
• Ensures maximum uptime and the accurate and early response to client operational issues.
• Responsible for resource planning and work allocation to meet agreed service levels.
• Identifies opportunities for continuous service improvement.
• Engages with clients for technical operations as part of routine operations.

To thrive in this role, you need to have:

• Advanced organizational and team management skills.
• Excellent communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
• Advanced understanding of budgets and cost management.
• Excellent time management, prioritization and delegation abilities.
• Advanced focus on client centricity.
• Highly focused on business outcomes.
• Advanced ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.
• Advanced service management service operations (SMSO) expertise.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology or Business Administration or related, with significant experience in Infrastructure Service Operations.
• ITIL certification(s) preferred.

Required experience:

• Advanced experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of services.
• Advanced experience in a service delivery environment including technical and service management exposure.
• Advanced experience leading and managing a team.
• Advanced experience designing, implementing, and running a service delivery model.

Workplace type:

Hybrid Working

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, colour, 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.

Experience LevelMid Level

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