Make an impact with NTT DATA
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Your day at NTT DATA
The Team Lead, Managed Services Operations operates within a 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 managed service is provided to all clients, thereby ensuring that their collaboration systems remain operational.This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement. Their primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client. This role assists with the planning, building and supporting of delivering managed services to meet business objectives.Core Technology Experience required as this is also a hands on role with tickets:> Microsoft Teams> Ribbon and Audiocodes SBC and Gateway> Poly Handsets and DECT devices
Key responsibilities:
- Contributes to the financial performance of Managed Services within a Region/Country or Managed Services Division, including growth, delivery profitability and technology innovation.
- Oversees the execution of the specific, actionable, and measurable managed services goals across the team.
- Gives input on the delivery of the roadmap development of managed services service/product offers to be taken to market.
- Gives input on the managed services service/product value propositions ensuring that it is easily understood.
- Works with senior management to create strong interlocks between sales force teams and managed 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 optimises 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.
- Manages and mentors the team within remit to ensure achievement of team and individual objectives.
- Collaborates with vendors and partners to ensure seamless integration of third-party services within the managed services environment.
- Generates regular service performance reports, analyzing key metrics and trends, and providing insights to improve service delivery.
- Maintains an up-to-date service catalogue with service offerings and corresponding service level agreements.
To thrive in this role, you need to have:
- * Good understanding of voice, video and other collab modalities including an understanding of the devices that run them.
- Good understanding and troubleshooting skills of networking & routing protocols including SIP, VOIP. Good understanding of SBCs, Operator Connect, PBXs, Call Recording and Media Gateways
- Solid understanding of Collaboration tools such as Microsoft Teams & how to troubleshoot.
- Good understanding of call flows, auto attendants and call queues. Good understanding of legacy technologies such as fax.
- Good management of third party carriers and partners to ensure ticket progress and resolution in a timely fashion. An appreciation and ability to troubleshoot issues with global number porting processes.
- Knowledge of managed services concepts, IT service management (ITSM) practices, and industry best practices.
- Good client-facing and communication skills, with the ability to build and maintain strong client relationships.
- Good interpersonal and verbal and written communication skills.
- Displays ability to inspire and mentor a team.
- Great collaboration skills and are able to interact professionally.
- Displays ability to facilitate presentation of technical and complex matters to a diverse audience.
- Displays ability to analyze data and produce reports on issues and recommend resolutions.
- Displays ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
- Displays ability to coordinate team activities and operationally plan and manage deliverables.
- Ability to multi-task, set priorities and meet deadlines.
- Ability to work collaboratively with cross-functional teams and stakeholders.
Academic qualifications and certifications:
- Bachelor's degree or equivalent in Information Technology or Business Administration or related field.
- ITIL certification is advantageous.
Required experience:
- Entry level experience in managing an information technology services team, preferably within a global matrixed organization.
- Demonstrated experience in a large-scale organization.
- Demonstrated experience working with vendors and/or service providers.
- Demonstrated experience working in a team-oriented, collaborative environment.
- Demonstrated experience in a managed services role within an information technology services environment.
- Ribbon and Audiocodes SBC and Gateway Poly Handsets and DECT devices 4+ years of work experience Solid experience required in Engineering function within a medium to large ICT organization Solid experience of Managed Services Excellent working knowledge of ITIL processes Excellent experience working with vendors and/or 3rd parties Excellent knowledge of voice, video and other collab modalities
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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