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 responsible for leading and overseeing the successful delivery of support services to NTT clients within a Region/Country or Services Division. This role is responsible for playing a pivotal role in driving operational excellence, and fostering client relationships and client satisfaction. This role coordinates and monitors the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery. This role ensures that services are effectively and efficiently delivered by managing and guiding the teams within their remit on their day to day operational tasks and ensuring the implementation of the support services model that meets business needs for the relevant clients.

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

What you'll be doing

Key Roles and Responsibilities:

• Plans, coordinates, and monitors the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery

• Ensures that services are delivered effectively and efficiently by carrying out routine operational tasks

• Ensure the implementation of a services model that meets business needs as required by the relevant clients

• Participates in the design and development of service delivery operations processes and procedures as required by the various assigned projects

• Identifies and documents the system and tool requirements for optimal operations of the relevant offerings or capabilities

• Recommends best practice for the deployment and ongoing operations management and technical support for service contracts

• Understands and interprets business climate and precedent and advises the business on the application to improve company competitiveness

• Ensures that services are aligned to the client’s business requirements

• Ensures that the operational deliverables enable cost effective, client centric delivery that meets the service level agreements

• Monitors the operational effectiveness of support services provided to clients and develops and implements the required improvement plans

• Implements people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas

• Implements a framework to ensure the alignment of business needs and IT provision requirements

• Monitors service delivery performance metrics

• Monitors service delivery channels (human, digital, self-service, automated) and collects performance data

• Conducts formal reviews of activities, processes, products, or services

• Analyses evidence collated and draft’s part or all of formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment

• Participates in developing strategic direction and establish short terms operational goals and targets

• Manages the shift roster and ensures all operations metrics are monitored.

• Ensures shift handover processes are adhered to and managed.

• Manages in shift escalations from clients.

• Dashboards all key Metrics and manages the about to be breached situations.

• Ensures that services are meet the stated service level agreement (SLA) levels.

• Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.

Knowledge, Skills and Attributes:

• Ability to interact effectively with a variety of internal and external stakeholders by using their good collaboration and engagement skills

• Business and commercial acumen

• Displays coaching and mentoring skills

• Ability to balance and plan the short-term and long-term actions of the team

• Ability to manage time effectively while setting the tone of the team through modelling and leadership

• Excellent written and verbal communication skills

• Strong customer service focus

• Ability to convert opportunities into solutions

• Ability to work in a fast paced and deadline driven environment

• Proven ability to build, manage and foster a team-oriented environment

• Proven ability to work creatively and analytically in a problem-solving environment

• Experience in developing establishing processes and enforcing adherence to processes policies

• Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.

• Ability to quickly become proficient in client processes and related systems

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Business Administration or related

• ITIL certification

• Related Cybersecurity, risk management and data privacy certifications preferred: CompTIA Security+, CISSP, CISM, CISA, and/or CEH

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

• Solid experience working with national and international regulatory compliance frameworks such as NIST, ISO, SOX, EU GDPR, CCPA and PCI DSS

• Solid experience and working knowledge of the following areas of technical expertise: information policy formulation, information security management, business risk management, IT risk assessment and management, IT continuity management, IT governance formulation, and organisational change management, IT financial management and IT audit

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.