Senior Team Lead, Services Operations

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?

The Senior Team Lead, Services Operations operates within a Region/Country or Services Division and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within NTT. This role ensures support services is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational. This is done through overseeing the technical support of NTT clients by field engineers, technicians and support specialists who play a pivotal role in diagnosing, troubleshooting and repairing one or more of the following - complex infrastructure, or networking and wireless networking systems.

This role has the core responsibility of supervising engineers who work on resolving issues reported by NTT clients.

Working at NTT

Key Roles and Responsibilities:

• Plans, coordinates, and monitors the execution of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery
• Ensures that services are delivered effectively and efficiently by carrying out routine operational tasks
• Identifies and documents the system and tool requirements for optimal operations of the relevant offerings or capabilities
• Recommends best practice for the deployment and ongoing operations management and technical support for service contracts
• Ensures that the operational deliverables enable cost effective, client centric delivery that meets the service level agreements
• Monitors the operational effectiveness of support services provided to clients and develops and implements the required improvement plans
• Supervises engineers who work on resolving issues reported by NTT clients

Knowledge, Skills and Attributes:

• Business and commercial acumen
• Ability to coach and develop the team
• Ability to balance and plan the short-term and long-term actions of the team
• Ability to manage time effectively while setting the tone of the team through modelling and leadership
• Excellent written and verbal communication skills
• Strong customer service focus
• Ability to work in a fast paced and deadline driven environment
• Proven ability to build, manage and foster a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment
• Experience in developing establishing processes and enforcing adherence to processes policies
• Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Business Administration or related
• ITIL certification

Required Experience:

• Solid experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of services
• Solid experience in a service delivery environment including technical and service management exposure
• Solid demonstrated experience leading and managing a team
• Solid experience service operations and managing a global delivery team

Skills Summary

Continual Service Improvement (CSI), Customer Centric Solutions, Service Delivery, Service Level Agreement (SLA), Service Operations Management, Support Services

Workplace type:

Hybrid Working

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 based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.