Managed Services Operations Manager

2 months 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 Manager, Managed Services is a management role responsible for ensuring the delivery of managed services to our clients within Region/Country or Managed Services function.

This role is responsible for ensuring the efficient operation, optimization, and continuous improvement of managed services and manages and deploys targeted managed services programs to help accelerate sales, client engagement and service delivery.

The Manager, Managed Services collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.

**What you'll be doing**

**Key Responsibilities**:

- Contributes to the financial performance of Managed Services within a Region/Country or Managed Services function, including growth, delivery profitability and technology innovation.
- Oversees the execution of the specific, actionable, and measurable managed services goals across the team.
- Gives input on the delivery of the roadmap development of managed services service/product offers to be taken to market.
- Gives input on the managed services service/product value propositions ensuring that it is easily understood.
- Works with senior management to create strong interlocks between sales force teams and managed services delivery.
- Ensures standards are set for client satisfaction and ensures the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of clients.
- Ensures a culture of continuous improvement within the team, implementing best practices and driving process enhancements.
- Continuously assesses and optimizes service delivery processes, tools, and methodologies to enhance service quality.
- Participates in the development and execution of new delivery methodologies and ensures alignment to best practice.
- Contributes to the preparation of bids and proposals to clients and remains up to date with deals in the pipeline to ensure a smooth transition from sales to delivery.
- Manages and mentors the team within remit to ensure achievement of team and individual objectives.
- Organizes and presents seminars, work sessions and advanced workshops on relevant information technology aspects.
- Collaborates with vendors and partners to ensure seamless integration of third-party services within the managed services environment.
- Generates regular service performance reports, analyzing key metrics and trends, and providing insights to improve service delivery.
- Maintains an up-to-date service catalogue with service offerings and corresponding service level agreements.

**Academic Qualifications and Certifications**:

- Bachelor’s degree or equivalent in Information Technology or Business Administration or related field.
- ITIL certification is advantageous.**Knowledge on the following technologies**- Cloud infrastructure
- Networks
- Storage Technologies
- SCCM / WSSUS / Azure Autopatch
- Hypervisor Technologies (VMWare / Hyper-V)

**Required Experience**:

- Advanced experience in managing an information technology services team, preferably within a global matrixed organization.
- Advanced working experience in a large-scale organization.
- Advanced demonstrated experience working with vendors and/or service providers.
- Advanced experience working in a team-oriented, collaborative environment.
- Advanced experience in a managed services role within an information technology services environment.

**Knowledge and Attributes**:

- Advanced business and commercial orientation and with a supporting interest in technology.
- Advanced knowledge of managed services, IT service management, and related technologies.
- Ability to stay up to date with industry trends, emerging technologies, and best practices.
- Advanced knowledge of managed services concepts, IT service management (ITSM) practices, and industry best practices.
- Advanced client-facing and communication skills, with the ability to build and maintain strong client relationships.
- Excellent interpersonal and verbal and written communication skills.
- Excellent leadership qualities, including the ability to inspire and mentor a team.
- Ability to work in a team environment and contribute to their success.
- Ability to facilitate presentation of technical and complex matters to a diverse audience.
- Ability to analyze data and produce reports on issues and recommend resolutions.
- Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
- Ability to multi-task, set priorities and meet deadlines.
- Advanced knowledge of ITIL (Information Technology Inf

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