Service Operations Manager

Found in: Talent UK C2 - 2 weeks ago

Birmingham, United Kingdom NTT DATA Full time

What you'll be doing:

Exemplary written English and time-keeping skills. Experience of working for a managed service provider. Experience of working with offshore teams. Working understanding of the ITIL framework and working in a SIAM environment. IT literate with a working understanding of security, cloud, infrastructure, application, and digital workplace concepts. Strong senior stakeholder management and thought-leadership skills, capable of asking the 'right' questions. Contacting the customer to resolve disputes or escalations. Operational oversight and day-to-day management of ITIL practices (Service Desk, Request, Incident, Major Incident, Problem & Change), working with the respective tower support functions. Proactively working with tower support functions to improve ways of working and drive customer outcomes. Continually driving the implementation of automation and knowledge initiatives to off-load mundane tasks ensure a consistent service approach is delivered across all functions. Leading the development of new and existing ITIL practices within your assigned customer engagement, by implementing structured service improvements to improve overall maturity. Producing service-level reporting data. Working with Service Delivery to design and execute service delivery strategy across work streams. Participating within the NTT DATA Service Management Centre-of-Excellence community initiatives. Participating in an on-call Major Incident Management rota, where required. Business relationships: customer relationship management, client perception management, escalation point, resource management and scheduling, service level a, service reports, service Improvement, service rectification planning, vendor liaison, external & internal liaison, take part in external and Internal reviews

What experience you'll bring:

2 years’ experience in a similar role A technical background ITIL Foundation Client facing Communication Incident Management Change Management Release Management Problem Management Reporting 3rd party support liaison Preferred: Experience in using ServiceNow or BMC Helix, experience of working with offshore teams

Who we are:

We’re a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.

Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation. We are also proud to share that we have a range of Inclusion Networks such as: the Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network and the Parent Network.

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