Managed Services Operations Manager - Johannesburg, South Africa - NTT Ltd.

NTT Ltd.

Verified Company

Johannesburg, South Africa

3 days ago

Posted by:

Thabo Mthembu

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Description

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever.

By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

Working at NTT

The Managed Services (MS) Operations Manager operates as part of the Cloud Services Division and is accountable for service delivery in CSD in the provision of the highest level of client satisfaction and the successful continuance of business operations within NTT.

They assist with the planning, building and support of delivering managed services and work with regional and local teams to meet business objectives.

Key Roles and Responsibilities

Proactively monitor and drive service delivery to clients from CSD.
Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in CSD.
Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites
Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate
Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients.
Provide operational support and continuous service improvement post client handover from TS (or other) teams.
Plan and implement training and development initiatives for direct reports
Review training requirements for service operations teams
Engage with clients for technical operations as part of routine operations
Plan and implement key service improvement priorities based on a continual service improvement approach
Feed continual service improvement priorities into the automation team
Lead the team in the implementation of strategic initiatives
Measure, analyse and improve team's delivery capabilities
Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, selfservice, automated) is carried out, metrics and reports are analysed, and issues are resolved
Responsible for the day to day running of CSD POD in line with the performance established by the business
Ensure maximum uptime and the accurate and early response to client operational issues
Responsible for resource planning and work allocation to meet agreed service levels
Identify opportunities for continuous service improvement
Engage with clients for technical operations as part of routine operations

Knowledge, Skills and Attributes

Excellent organisational and team leadership skills
Excellent communication skills both verbal and written
Ability to collaborate with internal stakeholders and external clients
Ability to understand budgets and cost management
Strong leadership skills including effective time management, prioritisation and delegation of work
Excellent focus on client centricity
Highly focused on business outcomes
Ability to guide the team through transformational objectives set out by the business
Ability to communicate and work across different cultures and social groups
Ability to work well in a pressurised environment
Ability to adapt to changing circumstances

Academic Qualifications and Certifications

Typically requires substantial related experience with a Bachelor's or equivalent degree; or extensive experience
ITIL certification
Relevant technical certifications

Required Experience

Substantial experience in coaching and mentoring teams on a daily basis
Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
Demonstrated experience in organisational change management (transformational experience)
Substantial experience in the management of people, process and technology
Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack
Good understanding of Azure, AWS, Networks, Storage, Virtualization

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What will make you a good fit for the role?

Equal Opportunity Employer
NTT 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 ba