Service Operations Manager

4 weeks ago

Port Elizabeth, Eastern Cape, South Africa NTT DATA Full time

About the Role

We are seeking a highly skilled Service Operations Manager to join our team at NTT DATA. As a Service Operations Manager, you will be responsible for leading and overseeing the successful delivery of support services to our clients within a Region/Country or Services Division.

Key Responsibilities

  • Plan, coordinate, and monitor the implementation of operational activities and processes to deliver on approved operational plans and continuously improve service delivery.
  • Ensure services are delivered effectively and efficiently by carrying out routine operational tasks.
  • Implement a services model that meets business needs as required by the relevant clients.
  • Participate in the design and development of service delivery operations processes and procedures as required by the various assigned projects.
  • Identify and document system and tool requirements for optimal operations of the relevant offerings or capabilities.
  • Recommend best practices for the deployment and ongoing operations management and technical support for service contracts.
  • Understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness.
  • Ensure services are aligned to the client's business requirements.
  • Ensure operational deliverables enable cost-effective, client-centric delivery that meets service level agreements.
  • Monitor operational effectiveness of support services provided to clients and develop and implement required improvement plans.
  • Implement people resource planning in line with delivery and performance objectives, budget, and in partnership with specialized areas.
  • Implement a framework to ensure alignment of business needs and IT provision requirements.
  • Monitor service delivery performance metrics.
  • Monitor service delivery channels (human, digital, self-service, automated) and collect performance data.
  • Conduct formal reviews of activities, processes, products, or services.
  • Analyze evidence collected and draft part or all of formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment.
  • Participate in developing strategic direction and establishing short-term operational goals and targets.
  • Manage shift roster and ensure all operations metrics are monitored.
  • Ensure shift handover processes are adhered to and managed.
  • Manage in-shift escalations from clients.
  • Dashboards all key metrics and manages about-to-be-breached situations.
  • Ensure services meet stated service level agreement (SLA) levels.
  • Ensure operational deliverables enable cost-effective, client-centric delivery that meets SLAs.

Requirements

  • Ability to interact effectively with a variety of internal and external stakeholders by using good collaboration and engagement skills.
  • Business and commercial acumen.
  • Displays coaching and mentoring skills.
  • Ability to balance and plan short-term and long-term actions of the team.
  • Ability to manage time effectively while setting the tone of the team through modeling and leadership.
  • Excellent written and verbal communication skills.
  • Strong customer service focus.
  • Ability to convert opportunities into solutions.
  • 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.
  • Experience in developing establishing processes and enforcing adherence to processes policies.
  • Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.
  • Ability to quickly become proficient in client processes and related systems.

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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