Ams Operations Manager

2 weeks ago

Johannesburg, Gauteng, South Africa NTT Full time

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 Application Managed Services - Squad Leader operates as part of the AMS delivery team and is accountable for service delivery of an AMS Squad in the provision of the highest level of client satisfaction and the successful continuance of business operations within Dimension Data.

They assist with the planning, building and support of delivering remote managed services and work with regional and local teams to meet business objectives.


Working at NTT

Key Roles and Responsibilities:

Stakeholder engagement

  • Internal: Engage with AMS consultants, other Squad Leads, AMS Squad Managers, Product Manager and Product Owners and other functions, including ones in region/country.
  • External: Clients, vendors, strategic partners, OEMs and 3rd party contractors
Value Chain Linkage

  • Application Managed Services
  • Client Services
  • Managed Services Centre
  • Service Transition

Knowledge, Skills and Attributes:

Service level management
Ensures that service delivery meets agreed service levels. Diagnoses service delivery problems and initiates actions to maintain and improve levels of service.

Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Works closely with the Client Delivery team to ensure that support offering is designed to meet agreed client commitments.

Performance management
Manages individuals and groups. Allocates responsibilities and/or packages of work, including supervisory responsibilities. Delegates responsibilities as appropriate. Sets performance targets, and monitors progress against agreed quality and performance criteria. Provides working relationships within the team and with those whom the team interacts with. Provides support and guidance as required, in line with individuals' abilities.

Advises individuals on career paths and encourages pro-active development of skills and capabilities and provides mentoring to support professional development.

Provides input into formal processes such as compensation negotiations and disciplinary procedures.

Right sizes team from a capacity and capability perspective in order to meet the requirements of the clients serviced by the squad.


Conformance review
Conducts formal reviews of activities, processes, products or services.

Collects, collates and examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences.

Analyses evidence collated and drafts part or all formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment.

Ensures that the delivery aligns to the governance and process as agreed with the client and the Client Services team.


Customer service support
Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards.

Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved.

Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Ensures that the catalogue of requestable and supported services is complete and current.

Relationship management
Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.

Work Outputs

Operations management


The AMS Squad Lead is responsible for the day to day running of an AMS delivery squad(s) in line with the performance established by the business.

They ensure maximum quality and the accurate and early response to client operational issues.

These individuals run the AMS in alignment to the service management service operations (SMSO) process, delivering promised outcomes to our clients.

They ensure that all client documents

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