Principal Specialist: Ams Service Design

3 weeks ago

Johannesburg, South Africa NTT Ltd. 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?**

Designs, develops and manages activities for services and processes for the AMS (Application Management Services) IT team from definition and planning through production, release, and end of life. Serves as the central resource with design, process, manufacturing, test, quality and marketing as the services move to production support. Is accountable to document and define with leadership the service processes and transition processes in the AMS organisation and then govern the utilisation in the AMS team of the said documented processes.

Builds out the service catalogues for the AMS function ensuring all services are clearly articulated and understood for the AMS business.

Plays a liaison with the AMS teams to ensure all processes are adhered to and all documentation is formulated around AMS service design.

The primary responsibility of a Service Design specialist is to execute the relevant business unit strategy through the development of sustainable, scalable, best-practice service [processes and service catalogues. The role work with AMS Management teams to define and

scope current and new AMS services and AMS service capabilities. They interact with key stakeholders including our Build management team, Architects and AMS managers in IT ensure that the design of services for AMS will meet the real needs of our business across our global AMS portfolio of services.

**Working at NTT**

**Key Roles and Responsibilities**:

- Documenting Internal Service Definitions for new and current service offers and service capabilities.
- Facilitating ideation and design workshops to validate AMS service needs, and identify service process designs at a process, platform and organisation level.
- Own the service processes and service catalogues for the AMS function in IT
- Ensuring that designs meet the common and specific process and performance design principles to be applied to an AMS service.
- Leverage best practices in design thinking, scaled agile, ITIL, and security as a minimum - to design best-of-breed service process designs for AMS
- Work with Tier 1 and Tier 2 Vendor product people to design and determine the daily, weekly, and monthly core AMS run book processes.
- Responsible for producing and maintaining all design documentation including processes, run books, SOPS, and catalogues and market them for AMS on a well-designed AMS services team site.

**Knowledge, Skills and Attributes**:

- Knowledge and understanding of IT industry environments including operating methods of large tier one vendor products and business needs
- Strong relationship management and demonstrated collaborative skills in working with internal business leaders and stakeholders
- Strong communication skills (verbal and written) coupled with good questioning skills and documentation skills
- An expert in the design of procedures and technical processes required to fulfil all the elements relevant to the AMS services
- Demonstrated expertise on design thinking and scaled agile frameworks.
- Demonstrate good documentation skills
- Strong analytical and research skills
- Exhibit growing knowledge and passion for AMS area specialization
- Ability to persuade, negotiate and influence key stakeholders
- A go-getter with the ability to work in high-pressure situations
- Good conceptual insight and ability to think strategically
- Ability to establish and manage processes and practices through collaboration and an understanding of business
- Ability to manage assigned work processes
- Service-orientated individuals who are able to create client value whilst maintaining profitable business results

**Academic Qualifications and Certifications**:

- Typically requires significant related experience with a Bachelor’s or equivalent degree
- ITIL Foundation Certificate V3 (ITIL-Fv3) or equivalent
- Certified in human-centred design/design thinking

**Required Experience**:

- AMS experience is in service design
- Sound experience working in an Information Technology environment, particularly within IT AMS Operations
- Moderate level of relevant experience in a similar role within a related environment
- Previous experience in IT AMS Operations Service Architecture, or Pre-sales Consulting role related to outsourced and insourced Servi_ce portfolios_

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