MS Operations Manager

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The Manager, Managed Services Operations operates within a Region/Country or Services Division and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within NTT. This role ensures managed service is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement. Their primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client. This role assists with the planning, building and supporting of delivering managed services to meet business objectives.
Working at NTT
Key Roles and Responsibilities:

• Proactively monitors and drives service delivery to clients
• Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers
• Works with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites
• Ensures that the standard client information repository related to technology, operations manuals, etc is current and accurate
• Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
• Runs the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients
• Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams
• Plans and implements training and development initiatives for direct reports
• Reviews training requirements for service operations teams
• Engages with clients for technical operations as part of routine operations
• Plans and implements key service improvement priorities based on a continual service improvement approach
• Feeds continual service improvement priorities into the automation team
• Leads the team in the implementation of strategic initiatives
• Measures, analyses and improves team’s delivery capabilities
  
• Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved
• Responsible for the day to day running of the Managed Services Operations team in line with the performance established by the business
• Ensures maximum uptime and the accurate and early response to client operational issues
• Responsible for resource planning and work allocation to meet agreed service levels
• Identifies opportunities for continuous service improvement
• Engages with clients for technical operations as part of routine operations
  

Knowledge, Skills and Attributes:

• Excellent organisational and team leadership skills
• Excellent communication skills – both verbal and written
• Ability to collaborate with internal stakeholders and external clients
• Ability to understand budgets and cost management
• Strong leadership skills including effective time management, prioritisation and delegation of work
• Excellent focus on client centricity
• Highly focused on business outcomes
• Ability to guide the team through transformational objectives set out by the business
• Ability to communicate and work across different cultures and social groups
• Ability to work well in a pressurised environment

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  Ability to adapt to changing circumstances
  

Academic Qualifications and Certifications:

• Bachelors degree or equivalent in Information Technology or Business Administration or related Typically requires substantial related experience with a Bachelor’s or equivalent degree
• ITIL certification
  

Required Experience:

• Advanced experience in coaching and mentoring engineering team(s) gained within an information technology services organisation
• Advanced demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc)
• Advanced demonstrated experience in organisational change management (transformational experience)
• Advanced demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Centre
  

Skills Summary
Cloud Technology, Communication, Continual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management
What will make you a good fit for the role?
Workplace type:
On-site Working
Equal Opportunity Employer
NTT 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, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category