{bc}
Apply
workday

Service Operations Manager

NTT DATA
Bengaluru, IND
Full-time
Manager
Hybrid
Discovered 5 days ago

Full Job Posting

Key responsibilities:

  • Manages 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 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 support 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 key service improvement priorities based on a continual service improvement approach.
  • 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 analyzed, and issues are resolved.
  • Responsible for the day to day running of the Support 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.
  • To thrive in this role, you need to have:
  • Advanced organizational and team management skills.
  • Excellent communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
  • Advanced understanding of budgets and cost management.
  • Excellent time management, prioritization and delegation abilities.
  • Advanced focus on client centricity.
  • Highly focused on business outcomes.
  • Advanced ability to work across different cultures and social groups.
  • Ability to work well in a pressurized environment and adapt to changing circumstances.
  • Advanced service management service operations (SMSO) expertise.
  • Academic qualifications and certifications:
  • Bachelor's degree or equivalent in Information Technology or Business Administration or related, with significant experience in Infrastructure Service Operations.
  • ITIL certification(s) preferred.

Required experience:

  • Advanced experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of services.
  • Advanced experience in a service delivery environment including technical and service management exposure.
  • Advanced experience leading and managing a team.
  • Advanced experience designing, implementing, and running a service delivery model.
  • Workplace type:
  • Hybrid Working
  • About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune
  • Global 100. We are committed to accelerating client success and positively impacting society through
  • responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with
  • unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and
  • application services. Our consulting and industry solutions help organizations and society move
  • confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more
  • than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
  • established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each
  • year in R&D.
  • 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, colour, 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.
  • Third parties fraudulently posing as NTT DATA recruiters
  • NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.

Apply for this job in 1 click

Skip the repetitive application forms

Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.

Sarah M.James T.Maya R.

Trusted by over 500,000 job seekers on Base Career

Start Free Today

More from this employer

More jobs at NTT DATA

MS Technical Specialist Network

Mumbai, IND

Discovered TodayFull-time

Senior Associate Collaboration Technical Services Systems Integration Specialist

Mumbai, IND

Discovered YesterdayFull-time

Sales Specialist – Application Solutions

Sydney, AUS

Discovered YesterdayFull-time

Cross Technology Managed Services Engineer (L1)

Lucknow, IND

Discovered YesterdayFull-time

Data Centre Deployment & Service Delivery Lead

Sydney, AUS

Discovered YesterdayFull-time

Senior Associate Managed Services Information Security Analyst

Hyderabad, IND

Discovered YesterdayFull-time

MS Engineer L2- Windows

Mumbai, IND

Discovered YesterdayFull-time

Senior Sales Specialist – Application Solutions

Brisbane, AUS

Discovered YesterdayFull-time