Managed Services Operations Manager

1 month ago

Port Elizabeth, South Africa NTT DATA Full time

**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 Managed Services Operations Manager is a management role, responsible for operating within a Region/Country or Services function and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within the organization.

This role ensures managed service is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational.

The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client and assists with the planning, building and supporting of delivering managed services to meet business objectives.

**What you'll be doing**

**Key Responsibilities**:

- Proactively monitors and drives service delivery to clients.
- Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.
- Works with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites
- Ensures that the standard client information repository related to technology, operations manuals is current and accurate.
- Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.
- Runs the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
- Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
- Reviews training requirements for service operations teams.
- Engages with clients for technical operations as part of routine operations.
- Plans and implements key service improvement priorities based on a continual service improvement approach.
- Feeds continual service improvement priorities into the automation team.
- Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.
- Responsible for the day to day running of the Managed Services Operations team in line with the performance established by the business.
- Ensures maximum uptime and the accurate and early response to client operational issues.
- Responsible for resource planning and work allocation to meet agreed service levels.
- Identifies opportunities for continuous service improvement.

**Academic Qualifications and Certifications**:

- Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
- ITIL certification is desirable.

**Required Experience**:

- Advanced experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
- Advanced demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
- Advanced demonstrated experience in organizational change management (transformational experience).
- Advanced demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Center.

**Knowledge and Attributes**:

- Excellent organizational and team management skills.
- Excellent communication skills - both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
- Advanced understanding of budgets and cost management.
- Excellent time management, prioritization and delegation abilities.
- Excellent focus on client centricity.
- Highly focused on business outcomes.
- Ability to guide the team through transformational objectives set out by the business.
- Excellent ability to work across different cultures and social groups.
- Ability to work well in a pressurized environment and adapt to changing circumstances.

**Workplace type**:
On-site Working

**About NTT DATA**

**Equal Opportunity Employer

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