Senior Team Lead - Service Operations

Senior Team Lead

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 Team Lead, Services Operations is an entry level management role, accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations.

This role has the core responsibility of supervising engineers who work on resolving issues reported by clients.

Key responsibilities:

• Plans, coordinates, and monitors the execution of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.
• Ensures that services are delivered effectively and efficiently by carrying out routine operational tasks.
• Identifies and documents the system and tool requirements for optimal operations of the relevant offerings or capabilities.
• Recommends best practice for the deployment and ongoing operations management and technical support for service contracts.
• Ensures that the operational deliverables enable cost effective, client centric delivery that meets the service level agreements.
• Monitors the operational effectiveness of support services provided to clients and develops and implements the required improvement plans.
• Supervises engineers who work on resolving issues reported by clients.

To thrive in this role, you need to have:

• Displays organizational skills
• Entry level management expertise.
• Good communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
• Understanding of budgets and cost management.
• Good time management, prioritization and delegation abilities.
• Displays a focus on client centricity.
• Displays a focus on business outcomes.
• Ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.
• 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:

• Demonstrated experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of services.
• Demonstrated experience in a service delivery environment including technical and service management exposure.
• Demonstrated experience leading and managing a team.
• Previous experience service operations and managing a global delivery team.

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 50 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.

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Experience Level

Senior Level