Make an impact with NTT DATA
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Your day at NTT DATA
The Senior Managed Services Operations Specialist is an advanced subject matter expert, responsible for working closely with internal service delivery teams to plan, coordinate and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.
The main responsibility of the Senior Managed Services Operations Specialist is to ensure that complex services are delivered effectively and efficiently by carrying out routine operational tasks and ensuring the implementation of a services model that meets business needs for clients.
Key responsibilities:- Manages the shift roster and ensures all operations metrics are monitored.
- Ensures shift handover processes are adhered to and managed.
- Manages in shift escalations from clients.
- Dashboards all key Metrics and manages the about to be breached situations.
- Ensures that services are meet the stated service level agreement (SLA) levels.
- Ensure that the operational deliverables enable cost effective, client centric delivery that meets SLAs
- Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
- Balances the needs of the client with the strategic direction of the organization.
- Understands the core issues affecting the client and works with the relevant service teams to resolve.
- Identifies needs, risks and issues and proposes appropriate solutions and courses of action.
- Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).
- Performs any other advanced operational tasks as required by leadership.
To thrive in this role, you need to have:- Excellent customer service focus.
- Excellent communication skills and ability to prepare structured, and relevant communications to operations leaders.
- Excellent organizational skills with the ability to work in a fast paced and deadline driven environment.
- Proven ability to work creatively and analytically in a problem-solving environment.
- Advanced ability to quickly become proficient in delivery processes and related systems.
- Excellent ability to analyze, design and improve operations processes.
- Excellent 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.
Academic qualifications and certifications:- Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
- ITIL certification is desirable.
Required experience:- Advanced demonstrated work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment.
- Advanced demonstrated experience gained in a Managed Services delivery environment including technical and service management exposure.
- Advanced demonstrated experience in managing customer escalation situations and objection handling.
- Advanced demonstrated Managed Services operations experience.
Workplace type:
On-site 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.
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