Head of Workplace Technologies

**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 Director, IT Technical Support is a leadership role, accountable for leading and overseeing the day-to-day operations management and escalations, as well as managing the provision of technical services to internal clients, ensuring service standards are met or exceeded.

This role defines information technology projects and provides strategic management and objectives across the team, whilst fostering a collaborative an innovative team culture focused on operational excellence.

**Key responsibilities**:

- Ensures that service governance is performed to enable highly available services from delivery teams that are in line with defined SLAs.
- Reviews capacity planning recommendations for the IT solution.
- Works with the service design team to optimize the delivery model through problem analysis.
- Manages and ensures service escalations are resolved.
- Provides advice on process and service improvements and ensure it is implemented by delivery teams.
- Provides recommendations on system improvements and ensures they are recorded on the CSI register and drives the execution and implementation of CSI actions.
- Leads and oversees the identification and automation (increase zero touch tickets) of opportunities and ensures it gets implemented.
- Ensures that service catalogue improvements are identified and reported.
- Works closely with delivery providers to ensure the service aggregation is in line with the partnership agreement.
- Ensures that teams deliver against SLAs and ensures the monitoring of overall case backlogs through real-time dashboards.
- Manages and drives team and user adoption of new product or technology releases.
- Reviews operational reports analysis and recommendations for Availability, Capacity and Performance Management as well as Technology lifecycle management.
- Works with relevant stakeholders on centralized delivery adherence to ITIL processes and functions adherence such as, but not limited to Incident Management, Request Fulfilment, Change Management, Problem Management and Technology Lifecycle Management.
- Provides operational sign-off of centralized delivery during regional service transition and activation.
- Works in conjunction with the relevant internal teams to assess, prioritize, schedule the execution of patching required as part of vulnerability management.
- Builds technical support expertise by promoting the sharing of knowledge between team members.

**To thrive in this role, you need to have**:

- Excellent problem-solving ability.
- Ability to communicate effectively with people at all levels of the organization.
- Ability to thrive in a challenging, fast-paced IT environment.
- Display a strong client service orientation.
- Ability to think strategically and tactically.
- Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
- Ability to lead and manage a team and operationally plan and manage deliverables.
- Ability to multi-task, set priorities and meet deadlines.
- Significant knowledge and understanding of information systems and technology areas.
- Ability to facilitate presentations of technical and complex matters to a diverse audience.
- Ability to analyze data and produce reports on issues and recommend resolutions.
- Significant negotiation and stakeholder management skills.

**Academic qualifications and certifications**:

- Bachelor’s degree or equivalent in Information Technology, Computer Science, or related field.
- Relevant ITIL certification is desirable.
- Service Integration and Management Foundation would be advantageous.
- Problem Management methodology would be advantageous.

**Required experience**:

- Significant experience in tech support, desktop support, or in a similar role.
- Significant working experience gained within a large-scale organization.
- Significant demonstrated experience working with vendors and/or service providers.
- Significant demonstrated experience managing a multi-tiered technical support process/team.
- Significant experience as a Service Management professional in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
- Significant experience in IT service Management Systems and technology to support Managed services such as automation and monitoring.
- Significant process transformation and optimization experience.

**Workplace type**:
Remote Working

**About NTT DATA**

**Equal Opportunity Employer**

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