Make an impact with NTT DATA
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Your day at NTT DATA
The Senior Manager, Technical Services is a senior management role, responsible for managing the implementation of a service strategy and organizational capability that provides a vision and forward direction for service management.
This role takes responsibility for managing and growing a sustainable and profitable technical services practice aligned to the strategy of the overall business and, they contribute to providing guidance on leveraging service management capabilities to effectively deliver value to customers.
This is a people management role responsible for providing guidance, mentorship, and fostering a collaborative and high-performing work environment.
Key responsibilities:-
Successfully manages the unit, profit and loss and lead a team of people.
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Contributes to strategy development and managing implementation to achieve revenue and expense targets.
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Collaborates with internal stakeholders to set the standard for client satisfaction and develop client service policies, procedures and standards that will drive optimization and client satisfaction.
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Uses understanding of business objectives, market trends and client requirements to contribute to the development of a technical service practice and that is aligned to the business strategy and goals and builds a seamless service operation.
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Works with internal stakeholders to set annual growth targets and manage the internal organizational impacts on the team in terms of resourcing, financing and up skilling.
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Ensures that the required process, policies and tools relating to financial, people, marketing and delivery management are in place.
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Leverages their relationship skills and knowledge of the client environment to assist and influence the client.
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Takes full ownership for managing efficiency levels, streamlining and continuously improving procedures to deliver customer excellence.
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Manages resource capacity to achieve service level agreements.
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Establishes internal controls to ensure management validation checks that ensure that services goals are being achieved and that business value is being realized throughout the services lifecycle.
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Provides business advice and technical consultation to clients when required.
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Prepares and presents reports to senior leadership.
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Executes business plans, monitoring performance and managing expectations to achieve best business results.
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Ensures that the business unit meet its profitability targets, maximizing revenue per billable resource within agreed cost constraints and without compromising the integrity and standards of the company.
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Sets and manages the operational budget.
To thrive in this role, you need to have:-
Extended business and commercial orientation and with a supporting interest in technology.
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Extended knowledge of technical services, IT service management, and related technologies.
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Ability to stay up to date with industry trends, emerging technologies, and best practices.
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Extended knowledge of technical services concepts, IT service management (ITSM) practices, and industry best practices.
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Extended understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
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Excellent client-facing and communication skills, with the ability to build and maintain strong client relationships.
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Extended leadership qualities, including the ability to inspire and mentor a team.
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Ability to facilitate presentation of technical and complex matters to a diverse audience.
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Ability to analyze data and produce reports on issues and recommend resolutions.
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Ability to multi-task, set priorities and meet deadlines.
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Extended knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
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Ability to work collaboratively with cross-functional teams and stakeholders at senior level.
Academic qualifications and certifications:-
Bachelor's degree or equivalent in Business or Information Technology or related field.
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Master’s degree or equivalent in Information Technology or Business Administration preferred.
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ITIL certification is desirable.
Required experience:-
Extended relevant experience in similar role within a related global technology environment.
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Extended previous experience operationally managing a technical team.
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Extended demonstrated leadership/management experience.
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Extended experience dealing with clients and managing service levels
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Excellent stakeholder engagement experience at all levels in the organization.
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Extended demonstrated project management experience.
Workplace type:
On-site Working
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
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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