Your day at NTT DATA<\/p>\n
\tThe Delivery Manager is a developing subject matter expert, responsible for operating within a Region\/Country or Services function and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within the organization.
\n\tThis role ensures managed service is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational.
\n\tThe primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client and assists with the planning, building and supporting of delivering managed services to meet business objectives.<\/p>\n
Key responsibilities:<\/p>\n
\tMonitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature.
\n\tWorks independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents\/requests in a timely manner within the agreed SLA.
\n\tProvides support to all escalated incidents.
\n\tShares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers.
\n\tActs as emergency support contact as needed, for critical client and business-impacting issues.
\n\tEnsures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift.
\n\tTimely escalation of all tickets to management with ensuing updates, where applicable.
\n\tProactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks.
\n\tSystematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.
\n\tUses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
\n\tCoaches teams within remit by offering technical expertise and pushing work down to other engineering teams.
\n\tPerforms quality audits, covering process, service experience, ticket updates as required.
\n\tDrives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services.
\n\tProvides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
\n\tImplements training and development initiatives for direct reports.
\n\tEngages with clients for technical operations as part of routine operations.
\n\tConstantly measures and analyses team\u2019s delivery capabilities.<\/p>\n
To thrive in this role, you need to have:<\/p>\n
\tGood organizational and team management skills.
\n\tGood communication skills \u2013 both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
\n\tSeasoned understanding of budgets and cost management.
\n\tGood time management, prioritization and delegation abilities.
\n\tGood focus on client centricity.
\n\tHighly focused on business outcomes.
\n\tAbility to guide the team through transformational objectives set out by the business.
\n\tAbility to work across different cultures and social groups.
\n\tAbility to work well in a pressurized environment and adapt to changing circumstances.<\/p>\n
Academic qualifications and certifications:<\/p>\n
\tBachelor\u2019s degree or equivalent degree in Information Technology or Computing or related field.
\n\tITIL certification is required.<\/p>\n
Required experience:<\/p>\n
\tSolid experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
\n\tSolid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
\n\tSolid demonstrated experience in organizational change management (transformational experience).
\n\tSolid demonstrated experience in domain towers such as Network, Collaboration\/Customer experience, Cloud, Security, Data Center.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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