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Operations Manager

4 months ago

Bengaluru, India NTT DATA Full time

Job Description

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.


Want to be a part of our team?

The 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 NTT

Key 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:

Advanced experience in coaching and mentoring engineering team(s) gained within an information technology services organisationAdvanced demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc)Advanced demonstrated experience in organisational change management (transformational experience)Advanced demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Centre

Skills Summary

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

Workplace type:

Hybrid Working

Equal Opportunity Employer

NTT 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 category


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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