Your day at NTT DATA<\/p>\n
\tThe Manager, Managed Services Operations is a management role, 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
\tProactively monitors and drives service delivery to clients.
\n\tIncident, Problem & Change Management
\n\tOperational excellence in handling incidents (especially P1), root cause analysis, and change control is critical. This includes:
\n\tLeading 24x7x365 support for LAN, SDWAN, WLAN, and facilities
\n\tManaging escalations and ensuring SLA adherence
\n\tCapacity Planning & Performance Optimization:
\n\tAnalyze tunnel utilization, forecast growth (e.g., ATM expansion), and recommend scaling strategies
\n\tMonitor latency, packet loss, and utilization thresholds proactively
\n\tManages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.
\n\tVendor and Carrier Management
\n\tWorks with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites
\n\tEnsures that the standard client information repository related to technology, operations manuals is current and accurate.
\n\tCreates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.
\n\tRuns the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
\n\tProvides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
\n\tReviews training requirements for service operations teams.
\n\tEngages with clients for technical operations as part of routine operations.
\n\tPlans and implements key service improvement priorities based on a continual service improvement approach.
\n\tFeeds continual service improvement priorities into the automation team.
\n\tEnsures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.
\n\tResponsible for the day to day running of the Managed Services Operations team in line with the performance established by the business.
\n\tEnsures maximum uptime and the accurate and early response to client operational issues.
\n\tResponsible for resource planning and work allocation to meet agreed service levels.
\n\tIdentifies opportunities for continuous service improvement.<\/p>\n
To thrive in this role, you need to have:<\/p>\n
\tExcellent organizational and team management skills.
\n\tExcellent communication skills \u2013 both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
\n\tAdvanced understanding of budgets and cost management.
\n\tExcellent time management, prioritization and delegation abilities.
\n\tExcellent 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\tExcellent ability 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 (advantageous).
\n\tITIL certification is desirable.<\/p>\n
Required experience:<\/p>\n
\tAdvanced demonstrated experience in domain towers such as End-to-End SD-WAN Infrastructure Management:
\n\tA strong grasp of SD-WAN architecture, including deployment, configuration, and monitoring, is essential. This includes:
\n\tExperience with tools like Cisco vManage, FortiManager, and NetFlow for centralized configuration and visibility
\n\tManaging tunnel capacity, link flapping, and device visibility issues, as seen in the SBSA SD-WAN operations
\n\tCisco ISE, Network, Collaboration\/Customer experience, Cloud, Security, Data Center.
\n\tStrong Vendor Management skills
\n\tCross-Functional Collaboration & Reporting. This includes:
\n\tCoordinating with architecture, delivery, and client teams to align on network strategy
\n\tProducing dashboards, SOPs, and performance reports for executive and operational stakeholders
\n\tAdvanced experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
\n\tAdvanced demonstrated experience implementing continual service improvement initiatives\/plans (through automation, process enhancements).
\n\tAdvanced demonstrated experience in organizational change management (transformational experience).<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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