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　　Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.

　　Working at NTT

　　The role of the Managed Services Operations Specialist is to take responsibility for the management of service delivery for less complex managed services operations within NTT clients. They are also responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery.

　　Key Role and Responsibilities:

　　Responsible for operational coordination of the service delivery team, creating and executing on plans and reporting on the team activities in the required forums

　　Ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members

　　Assist with resource planning and deployment according to the requirements of the service contract

　　Responsible for planning and executing the delivery of services that NTT is contractually bound to deliver in terms of the contracts held by clients

　　Work with the relevant stakeholders to create, define and catalogue service offerings and present these to the sales force and clients

　　Assist with the provision of quotations and accurate pricing for services required by the client

　　Participate in the negotiation of service level agreements and the details of the contract

　　Ensure the management of incidents and problems and respond to escalated queries

　　Manage calls logged to ensure effective and timeous resolution

　　Conduct regular feedback sessions with the client to report on contract performance and contract activities

　　Conduct regular vendor meetings using measurable criteria to report and manage vendor performance

　　Compile and maintain accurate documentation on vendor processes and procedures and incorporate these into the NTT processes to ensure seamless and efficient service delivery to the client

　　Understands the financial position of and provides input into various aspects of service delivery to ensure the profitable management of contracted responsibilities

　　Setup and manage the contract within the agreed budget and conduct monthly contract reviews to track actual achieved metrics, ensuring long term profitability of the contract

　　Contribute to the increase in contract revenue by seeking and reporting on growth opportunities within the contract

　　Ensure the compilation and distribution of the relevant service delivery and operations reports to the relevant forums

　　Analyse metrics and report on contract performance

　　Responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery

　　Knowledge, skills and attributes:

　　Display strong orientation towards ensuring client satisfaction and service delivery

　　Reliable and are able to produce a high quality of work

　　Excellent verbal and written communication skills and are able to engage across all levels in the business

　　Ability to effectively manage work processes and proactively manage situation to achieve the desired outcomes

　　Good people management and leadership skillsv

　　Proven ability to build, manage and foster a team-oriented environment

　　Proven ability to work creatively and analytically in a problem-solving environment

　　Ability to quickly become proficient in client processes and related systems

　　Demonstrated strong ability to analyze, design and improve business processes

　　Academic Qualifications and Certifications:

　　Bachelor’s degree or equivalent in a related field

　　ITIL qualification and other technical certifications preferred

　　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 services.

　　Demonstrated experience in managed services and service delivery environment including technical and service management exposure.

　　Demonstrated experience in developing establishing processes and enforcing adherence to processes policies

　　Outsourcing operations experience

　　Customer Support Operations experience

　　What will make you a good fit for the role?

　　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!