Technical Services Manager

3 weeks 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?**

The Technical Services Manager provides operational management and guidance to a team of Engineers / Technicians who are accountable for installation, configuration and fault management. This position provides technical support to NTT (LTD) clients.
- Develops and implements policies and practices for client installations, including access management, data mapping and transfer, process documentation, testing and troubleshooting, and client training.
- Interfaces with consulting, sales, and project management teams to develop strategy and resource plans to anticipate demand for implementation services and workforce needs.
- Provides client insight and feedback to product development and professional services teams for product and services improvement.
- Directly lead the largest or most-complex client implementations.
- Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

**Working at NTT**
- Assume responsibility for the operational management and co-ordination of the activities of the engineers, in line with performance targets.
- Manage the execution of installations and other assignments as assigned by senior leaders.
- Manage initiatives to solve client problems and ensure the availability of resources to deliver against SLA’s.
- Manage complaint handling procedures or any major incidents that require intervention and ensure the prompt resolution of these incidents.
- Manage the quality of work by ensuring that the assigned infrastructure at the client site is configured, installed, tested and operational.
- Ensure the identification and development of a feedback; complaints and problem-solving procedure for clients to use ensure proactive incident management at client sites.
- Take full ownership for managing efficiency levels, streamlining procedures to deliver customer excellence.
- Provide technical consultation to clients when required.
- Assume leadership for relevant technologies according to domain or specialization and/or a variety of domains.
- Track and report on client technical engagements and analyze trends to identify areas for improvement.
- Provide advice to help the project manager achieve deadlines and goals.
- Sets team priorities and provide relevant direction to the team in achievement of goals.
- Drive innovation within the team and look to optimize the way of work

Knowledge, Skills and Attributes:

- A good understanding of the vast range of IT operations and NTT service offerings
- Demonstrable knowledge and understanding of IT industry environment and business needs
- Display good levels of client engagement
- Service orientated individuals who are able to manage client value whilst maintaining profitable business results
- Demonstrate operational team management and leadership skills and able to effectively manage the resources that report to them
- Understanding of financial fundamentals (income statement, profitability, income, expenses)
- Good collaboration skills and able to interact professionally
- Broad understanding of project management principles

Academic Qualifications and Certifications and Experience:

- Bachelor’s degree
- ITIL Foundation Certificate V3 (ITIL-Fv3) or equivalent
- Relevant technical certifications
- 3 - 5 years relevant experience in similar role within a related environment
- Solid previous experience operationally managing a technical team
- Good experience dealing with clients and managing service levels
- Solid experience as part of a software or other technical service implementa -tion team
- Project administration and reporting 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 in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
- ** Making a difference -** by doing meaningful work that helps to shape

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