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　　Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems.

　　Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software.

　　Establishes and maintains lines of communication with design engineering and software development on design, reliability, and maintenance issues.

　　Ensures that engineers are current with the latest upgrades and/or new releases.

　　May be involved in customer installation and training programs.

　　Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

　　Working at NTT

　　The Managed Services (MS) Operations Manager operates as part of the Global Center of Excellence and is accountable for service delivery in the CoE’s in the provision of the highest level of client satisfaction and the successful continuance of business operations within NTT. They assist with the planning, building and support of delivering managed services and work with regional and local teams to meet business objectives.

　　Key Roles and Responsibilities:

　　Proactively monitor and drive service delivery to clients from the Operations Centre and/or CoE

　　Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in the Operations Centre and/or CoE

　　Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites

　　Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate

　　Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model

　　Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients.

　　Provide operational support and continuous service improvement post client handover from TS (or other) teams

　　Plan and implement training and development initiatives for direct reports

　　Review training requirements for service operations teams

　　Engage with clients for technical operations as part of routine operations

　　Plan and implement key service improvement priorities based on a continual service improvement approach

　　Feed continual service improvement priorities into the automation team

　　Lead the team in the implementation of strategic initiatives

　　Measure, analyse and improve team’s delivery capabilities

　　Ensure 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 analysed, and issues are resolved

　　Responsible for the day to day running of the Operations Centre and/or CoE in line with the performance established by the business

　　Ensure maximum uptime and the accurate and early response to client operational issues

　　Responsible for resource planning and work allocation to meet agreed service levels

　　Identify opportunities for continuous service improvement

　　Engage with clients for technical operations as part of routine operations

　　Knowledge, Skills and Attributes:

　　Excellent organisational and team leadership skills

　　Excellent communication skills – both verbal and written

　　Ability to collaborate with internal stakeholders and external clients

　　Ability to understand budgets and cost management

　　Strong leadership skills including effective time management, prioritisation and delegation of work

　　Excellent focus on client centricity

　　Highly focused on business outcomes

　　Ability to guide the team through transformational objectives set out by the business

　　Ability to communicate and work across different cultures and social groups

　　Ability to work well in a pressurised environment

　　Ability to adapt to changing circumstances

　　Academic Qualifications and Certifications:

　　Typically requires substantial related experience with a Bachelor’s or equivalent degree; or extensive experience

　　ITIL certification

　　Relevant technical certifications

　　Required Experience:

　　Substantial experience in coaching and mentoring teams on a daily basis

　　Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)

　　Demonstrated experience in organisational change management (transformational experience)

　　Substantial experience in the management of people, process and technology

　　Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack

　　Skills Summary

　　Cloud Technology, Communication, Continual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management

　　What will make you a good fit for the role?

　　Remote Type :

　　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

　　Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?

　　Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

　　We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

　　You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!