Senior Director: Internal Ams Tier 2 Operations

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?**

The Senior Director of Internal AMS Operations Provides strategic direction and leadership for the global operations of outsourced Tier 2 Application Managed Services, aligning them with the organization's overall business objectives and growth strategy.

They serve as the primary point of contact and relationship manager for the internal AMS platform support teams responsible for delivering IT Application Managed Services (AMS). The Senior Director is accountable to ensure AMs services with the internal teams are executed in line with the business AMS Service level agreed outcomes. This role drives the execution of the internal teams' AMS services for IT. This role owns the responsibility for the accurate establishment and resourcing of the internal AMS support and operation teams and owns the budget for these AMS services. The role is accountable for the successful support and operation of the products that are being supported by internal FTE teams.

**Working at NTT**

**Key Roles and Responsibilities**:

- Collaborate with service providers and internal teams, to establish and maintain effective governance frameworks, including service level agreements (SLAs), key performance indicators (KPIs), and Standard Operating Procedure (SOPs).
- Implement Event, Incident, Problem and Availability Management processes as part of the partner onboarding and agree operational performance metrics
- Implement a Business Service Desk, working with partners to manage end user interactions and maintain a knowledgebase for advisory and support activities.
- Monitor and evaluate the service provider's performance to ensure SLAs and KPIs are met or exceeded, and take necessary actions to address any deviations or issues.
- Conduct regular service reviews with the service providers, providing feedback and recommendations for process improvements and efficiency enhancements.
- Manage the interactions between EICS, Business Desk, Digital Engineering and Architecture to ensure seamless user experience.
- Ensure effective interlock and alignment between partners, EICS and Digital Engineering as part of the MI process.
- Act as a liaison between the service provider and internal stakeholders, ensuring effective communication and coordination of activities.
- Oversee the implementation of best practices, industry standards, and regulatory requirements within the outsourced environment.
- Implement and monitor Day Open and Close processes to ensure operational stability
- Collaborate with internal teams, such as IT development, infrastructure, security, and business stakeholders, to align the outsourced service operations with business objectives.
- Drive continuous improvement initiatives to optimize the outsourced service delivery, including identifying opportunities for automation, process streamlining, and cost optimization.
- Create and manage the CI service catalogue, including design, development, testing and release into production and support using the agreed SDLC processes.
- Maintain a strong risk management framework to ensure compliance with security and regulatory requirements in the outsourced environment.
- Manage the contractual relationship with the service provider, including contract negotiation, performance monitoring, and vendor management.
- Develop and implement global strategies, policies, and procedures to optimize service delivery, operational efficiency, and scalability, while adhering to local regulatory and compliance requirements.
- Collaborate closely with regional IT teams, business stakeholders, and senior executives to understand their needs, identify opportunities for service improvement, and align the Application Managed Service operations with their requirements.
- Monitor and evaluate service performance metrics, key performance indicators (KPIs), and customer satisfaction levels on a global scale, driving continuous improvement initiatives to enhance operational processes and service quality.
- Drive the adoption of industry best practices, emerging technologies, and innovative solutions to optimize IT service delivery and meet the evolving needs of the organization.
- Foster a culture of innovation and collaboration within the global Application Managed Service operations team, promoting knowledge sharing, cross-functiona

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