Service Delivery Manager

6 months ago

Cape Town, 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?**

Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.

**Working at NTT**

The Service Delivery Operations Specialist works closely with internal service delivery teams to plan, coordinate and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery. The main responsibility of the Service Delivery Operations Specialist is to ensure that services are delivered effectively and efficiently by carrying out routine operational tasks and ensuring the implementation of a services model that meets business needs for clients.

**Key Role and Responsibilities**:

- Contribute to defining, developing and documenting the service delivery operations processes and procedures as required by the various assigned projects
- Identify and document the system and tool requirements for optimal operations of the relevant offerings or capabilities
- Contribute to the tactical strategy and execute the supporting operational strategy.
- Recommend best practice for the deployment and ongoing operations management and technical support for service contracts
- Ensure that services are aligned to the client’s business requirements
- Ensure that the operational deliverables enable cost effective, client centric delivery that meets the service level agreements
- Monitor the operational effectiveness of support services and develop and implement the required improvement plans
- Develop and maintain operational procedural manuals
- Implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas
- Balance the needs of the client with the strategic direction of NTT
- Understand the core issues affecting the client and will work with the relevant service teams to resolve
- Implement a framework for the alignment of business needs and IT provision requirements
- Provide input to the service-related contract change control process
- Identify needs, risks and issues and propose appropriate solutions and courses of action
- Provide input to client and account business reviews (e.g., report on service volumes and revenue)

**Knowledge, skills and attributes**:

- Strong customer service focus
- Strong communication skills and ability to prepare structured, and relevant communications to business leaders
- 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
- Ability to quickly become proficient in client processes and related systems
- Demonstrated strong ability to analyze, design and improve business processes

**Academic Qualifications and Certifications**:

- Relevant tertiary qualification
- ITIL foundation

**Experience required**:

- Solid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed and support services.
- Experience in managed services and service delivery environment including technical and service management exposure.
- Experience in developing establishing processes and enforcing adherence to processes policies
- Outsourcing operations experience
- Customer Support Operations experience

**What will make you a good fit for the role?**

**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

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