Support Services Manager at NTT Ltd

Working at NTT

• Plan, coordinate, and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.
• Ensure that services are delivered effectively and efficiently by carrying out routine operational tasks.
• Ensure the implementation of a services model that meets business needs as required by the relevant clients.
• Participate in the design and development of service delivery operations processes and procedures as required by the various projects.
• Identify and document the system and tool requirements for optimal operations of the relevant offerings or capabilities.
• Recommend best practice for the deployment and ongoing operations management and technical support for service contracts.
• Understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness.
• Ensure that services are aligned to the client’s business requirements.
• Ensure that the operational deliverables enable cost effective, client centric delivery that meets the service level agreements.
• Monitor the operational effectiveness of support services provided to clients and develop and implement the required improvement plans.
• Implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas.
• Implement a framework to ensure the alignment of business needs and IT provision requirements.
• Monitor service delivery performance metrics.
• Monitor service delivery channels (human, digital, self-service, automated) and collects performance data.
• Supervise individuals and teams.
• Conduct formal reviews of activities, processes, products, or services.
• Analyse evidence collated and draft’s part or all of formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment.
• Participate in developing strategic direction and establish short terms operational goals and targets.

What will make you a good fit for the role?

Knowledge, skills and attributes:

• Ability to interact effectively with a variety of internal and external stakeholders by using their good collaboration and engagement skills.
• Business and commercial acumen.
• Display coaching and mentoring skills.
• Ability to build a cohesive team and to manage people effectively.
• Ability to coach and develop the team.
• An ability to balance and plan the short-term and long-term actions of the team.
• The 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 convert opportunities into solutions.
• 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.
• Ability to quickly become proficient in client processes and related systems.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in Information Systems, Computer Science, or equivalent experience
• ITIL foundation and Practitioner.
• Technical certification at a professional level across at least two major product vendor such as Cisco, Microsoft, AWS, Dell or similar vendors.
• A recognized certification in Customer Success Management

Experience required:

• Solid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed and support services.
• Experience in managed services and service delivery environment including technical and service management exposure.
• Experience in developing establishing processes and enforcing adherence to processes policies.
• Outsourcing operations experience.
• Customer Support Operations experience.