Senior Service Assurance and Enablement Manager

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 Senior Manager, Services is a management role, responsible for ensuring the delivery of Services to clients.

This role is responsible for ensuring the efficient operation, optimization, and continuous improvement of Managed services, Support Services and Technical Services.

The Senior Manager, Services manages and deploys targeted 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 Manager, Services drives a collaborative and innovative team culture focused on operational excellence.

Key responsibilities:

• Contributes to the financial performance of Services (Managed Services, Support Services and Technical Services), including growth, delivery profitability and technology innovation.
• Oversees the execution of the specific, actionable, and measurable Services goals across the team.
• Works with senior management on the delivery of the roadmap development of service/product offers to be taken to market.
• Works with senior management to define service/product value propositions that are easily understood.
• Works with senior management to create strong interlocks between sales force teams and 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.
• Organizes and presents seminars, work sessions and advanced workshops on relevant information technology aspects.
• Collaborates with vendors and partners to ensure seamless integration of third-party services within the services environment.
• Generates regular service performance reports, analyzing key metrics and trends, and providing insights to improve service delivery.
• May manage the service catalogue with service offerings and corresponding service level agreements.

To thrive in this role, you need to have:

• Extended business and commercial orientation and with a supporting interest in technology.
• Extended knowledge of Managed Services, Support Services and Technical Services, IT service management, and related technologies.
• Extended ability to stay up to date with industry trends, emerging technologies, and best practices.
• Extended understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
• Excellent client-facing and communication skills, with the ability to build and maintain strong client relationships.
• Extended leadership qualities, including the ability to inspire and mentor a team.
• Ability to work in a team environment and contribute to their success.
• Extended ability to facilitate presentation of technical and complex matters to a diverse audience.
• Ability to analyze data and produce reports on issues and recommend resolutions.
• Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
• Solid attention to detail coupled with the ability to multi-task, set priorities and meet deadlines.
• Extended knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
• Ability to work collaboratively with cross-functional teams and stakeholders at senior / executive level.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology or Business Administration or related field.
• ITIL certification is desirable.

Required experience:

• Extended experience in managing an information technology services team, preferably within a global matrixed organization.
• Extended proven working experience in a large-scale organization.
• Extended demonstrated experience working with vendors and/or service providers.
• Extended experience working in a team-oriented, collaborative environment.
• Extended experience in an IT Services role within an information technology services environment.

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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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