Senior Team Lead - IT Support Services
NTT DATA Global Delivery Services Ltd
Work from Office
Full Time
Min. 5 yearsJob Description
Senior Team Lead, Support Services
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.
The Senior Team Lead, Support Services is a developing management role responsible for ensuring the delivery of support services to clients.
This role is responsible for ensuring the efficient operation, optimization, and continuous improvement of less complex support services.
This role manages and deploys targeted support services programs to help accelerate sales, client engagement and service delivery and collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.
The Senior Team Lead, Support Services responsible for developing the required skills to manage engineers and/or specialists, by providing guidance, mentorship, and fostering a collaborative and high-performing work environment.
- Contributes to the financial performance of support services within a Region/Country or Services Division, including growth, delivery profitability and technology innovation.
- Oversees the execution of the specific, actionable, and measurable support services goals across the team.
- Gives input on the delivery of the roadmap development of support services service/product offers to be taken to market.
- Gives input on the support services service/product value propositions ensuring that it is easily understood.
- Works with management to create strong interlocks between sales force teams and support services delivery.
- Ensures standards are set for client satisfaction and ensures the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of clients.
- Ensures a culture of continuous improvement within the team, implementing best practices and driving process enhancements.
- Continuously assesses and optimizes service delivery processes, tools, and methodologies to enhance service quality.
- Participates in the development and execution of new delivery methodologies and ensures alignment to best practice.
- Contributes to the preparation of bids and proposals to clients and remains up to date with deals in the pipeline to ensure a smooth transition from sales to delivery.
- Contributes to service delivery excellence, identifying new business opportunities where applicable.
- Manages and mentors the team within remit to ensure achievement of team and individual objectives.
- Collaborates with vendors and partners to ensure seamless integration of third-party services within the support services environment.
- Generates regular service performance reports, analyzing key metrics and trends, and providing insights to improve service delivery.
- Maintains an up-to-date service catalogue with service offerings and corresponding service level agreements.
- Seasoned business and commercial orientation and with a supporting interest in technology.
- Seasoned knowledge of support services, IT service management, and related technologies.
- Ability to stay up to date with industry trends, emerging technologies, and best practices.
- Seasoned knowledge of support services concepts, IT service management (ITSM) practices, and industry best practices.
- Seasoned understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
- Good client-facing and communication skills, with the ability to build and maintain strong client relationships.
- Good interpersonal and verbal and written communication skills.
- Developing management qualities, learning the skills to inspire and mentor a team.
- Good collaboration skills and are able to interact professionally.
- Ability to facilitate presentation of technical and complex matters to a diverse audience.
- Ability to multi-task, set priorities and meet deadlines.
- Seasoned knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
- Bachelor’s degree or equivalent in Information Technology or Business Administration or related field.
- ITIL certification is desirable.
- Solid experience in managing an information technology services team, preferably within a global matrixed organization.
- Solid experience in a large-scale organization.
- Solid experience working with vendors and/or service providers.
- Solid experience working in a team-oriented, collaborative environment.
- Solid experience in a support services role within an information technology services environment.
Workplace type:
On-site WorkingAbout 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.
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.
Experience Level
Senior LevelJob role
Job requirements
About company
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