Head of Operations, Managed Services

As a Senior Manager, Managed Services Operations at NTT DATA, your primary objective is to ensure that contracted Managed Services outcomes are delivered to clients and to assist in planning, building, and supporting the delivery of managed services to meet business objectives. Here are your key responsibilities: - Proactively monitor and drive service delivery to clients. - Manage client incidents by investigating and providing solutions escalated by team leaders and engineers. - Evaluate regional client reviews with client delivery teams to ensure proactive incident management at client sites. - Ensure that the standard client information repository related to technology and operations manuals is current and accurate. - Create and maintain a comprehensive list of client requirements, deliverables, technology, and the delivery model. - Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients. - Provide operational support and continuous service improvement post client handover from Technical Services teams. - Plan and implement training and development initiatives for direct reports. - Engage with clients for technical operations as part of routine operations. - Implement key service improvement priorities based on a continual service improvement approach. - Lead the team in the implementation of strategic initiatives and measures to analyze and improve team delivery capabilities. - Track and monitor the performance of service delivery through all channels and resolve issues. - Ensure maximum uptime and an accurate response to client operational issues. - Plan resource allocation to meet agreed service levels. - Identify opportunities for continuous service improvement. To excel in this role, you need to have: - Excellent organizational and team management skills. - Strong communication skills and ability to collaborate with internal stakeholders and external clients. - Understanding of budgets and cost management. - Good time management, prioritization, and delegation abilities. - Focus on client centricity and business outcomes. - Ability to guide the team through transformational objectives. - Adaptability to work in different cultural and social environments. Academic qualifications and certifications required: - Bachelors degree or equivalent in Information Technology or Computing. - ITIL certification is desirable. Required experience: - Coaching and mentoring engineering teams in an IT services organization. - Implementing continual service improvement initiatives. - Organizational change management experience. - Domain expertise in areas such as Network, Collaboration/Customer Experience, Cloud, Security, Data Center. Workplace type: Hybrid Working About NTT DATA: NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. Committed to accelerating client success and positively impacting society through responsible innovation, NTT DATA is a global top employer with experts in over 50 countries. As part of the NTT Group, NTT DATA invests over $3 billion each year in R&D. Equal Opportunity Employer: NTT DATA is proud to be an Equal Opportunity Employer, fostering a global culture that embraces diversity and provides an environment free of discrimination and harassment. Fraud Alert: NTT DATA recruiters will never ask for payment or banking information during the recruitment process. Be vigilant of third parties posing as NTT DATA recruiters and report any fraudulent activity. As a Senior Manager, Managed Services Operations at NTT DATA, your primary objective is to ensure that contracted Managed Services outcomes are delivered to clients and to assist in planning, building, and supporting the delivery of managed services to meet business objectives. Here are your key responsibilities: - Proactively monitor and drive service delivery to clients. - Manage client incidents by investigating and providing solutions escalated by team leaders and engineers. - Evaluate regional client reviews with client delivery teams to ensure proactive incident management at client sites. - Ensure that the standard client information repository related to technology and operations manuals is current and accurate. - Create and maintain a comprehensive list of client requirements, deliverables, technology, and the delivery model. - Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients. - Provide operational support and continuous service improvement post client handover from Technical Services teams. - Plan and implement training and development initiatives for direct reports. - Engage with clients for technical operations as part of routine operations. - Implement key service improvement priorities based on a continual service improvement approach. - Lead the team in the impl