Capability Lead - Service Delivery Governance

Capability Lead - Service Delivery Governance

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 Capability Lead - Service Delivery Governance is a leadership role responsible for leading and overseeing the successful delivery of managed services to clients within a Region or Services Division.

This role is responsible for playing a pivotal role in executing the strategic vision for managed services, driving operational excellence, and fostering client relationships.

The Capability Lead - Service Delivery Governance contributes to the growth of the organization's managed services business and maintaining the organization as a trusted leader in the Information Technology Services industry.

Key responsibilities:

• Leads service delivery to clients.

• Communicates service delivery strategies to all stakeholders.

• Develops processes and procedures to ensure the efficient management of client incidents.

• Analyzes client reviews report in order to ensure proactive incident management at client sites.

• Designs and implements service management service operations (SMSO) procedures to ensure standardized delivery of managed services.

• Designs key service improvement priorities based on a continual service improvement approach.

• Leads the development of continual service improvement priorities.

• Leads the team in the design and development of strategic initiatives.

• Measures the improvement of the delivery team’s capabilities.

• Manages the learning and development processes including talent acquisition, goal setting, evaluating performance, career development, and succession planning of all direct reports.

• Assists to develop and design training programs for Managed Services Operations Management levels.

• Develops all levels in Customer service and appropriate technical competencies to deliver extraordinary Customer service.

• Drives innovation and new service delivery methods.

• Proactively identifies opportunities to improve current service delivery standards to better meet business needs.

• Makes strategic platform business recommendations to the executive team including cost-saving strategies, process improvements, and resource planning.

To thrive in this role, you need to have:

• Excellent organizational and team leadership skills.

• Excellent communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.

• Significantly vast understanding of budgets and cost management.

• Excellent time management, prioritization and delegation abilities.

• Excellent focus on client centricity.

• Highly focused on business outcomes.

• Ability to guide the team through transformational objectives set out by the business.

• Excellent ability to work across different cultures and social groups.

• Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic qualifications and certifications:

• Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.

• ITIL certification is desirable.

Required experience:

• Significantly vast experience in coaching and mentoring engineering team(s) gained within an information technology services organization.

• Significantly vast demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).

• Significantly vast demonstrated experience in organizational change management (transformational experience).

• Significantly vast demonstrated experience in domain towers such as Network, Collaboration/ Customer experience, Cloud, Security, Data Center.

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