Managed Services Operations Team Lead

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?

The role is responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and 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.

The primary objective is to ensure contracted Managed Services outcomes are delivered to the client.

They assist with the building and support of delivering managed services and work with regional and local teams to meet business objectives.

Working at NTT

Stakeholder engagement

• Internal: Engage with internal MS Service Engineers and other functions, including ones in region/country.
• External: Clients, vendors, strategic partners

Value Chain Linkage

• Managed Services Operations Center (OC)
• Managed Services Center of Excellence (CoE)
• Managed Services Transition
• Managed Services Cross Functional Services

Skills and attributes

Service level management

Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the customer negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Incident Management

Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners (vendors) and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents and informs service owners (vendor) in order to minimise probability of recurrence, and contribute to service improvement. Analyses metrics and reports on performance of incident management process. Actively contributes and works with automation teams for effort optimizations and automating routine tasks.

Configuration Management

Manages configuration items (CIs) and related information. Investigates and implements tools, techniques and processes for managing CIs and verifies that related information is complete, current and accurate.

Knowledge Management

Creates, updates, shares, manages and maintains knowledge with an objective of improving performance of the operations organization. Improving first call resolution, updating knowledge articles with latest information, coaching and mentoring other engineering levels and cross functional services are some focus areas for this role.

Architecture Management

Establish, maintain and manage set of guidelines and principles to baseline and business as usual (BAU) management of clients’ environment. This includes reviewing and baselining service architecture, technical and infrastructure design, identification of any gaps that could impact contracted client outcomes. Definition and recommendation of a mitigation plan for such gaps, where applicable and feasible, to all stakeholders.

Conformance review

Collects and collates evidence as part of a formally conducted and planned review of activities, processes, products or services. Examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences.

Customer service support

Monitors service delivery channels human, digital, self-service, automated) and collects performance data. Assists with the specification, development, research and evaluation of services standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members.

Relationship management

Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.

Work Outputs

Operations management:

This position is responsible for providing support for all escalated incidents, requests and identifies the root cause of incidents and problems.These individuals implement procedures in terms of incidents, root cause analysis, problem management, communication and incident management.

Shift handover & support:

This position is responsible for ensuring that the shift hand over process highlights any key escalated, open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift. This is done in order to prevent any delay in the overall resolution time. The MS - Services Engineering T/L communicates with other teams and clients for extending support and acts as emergency support team as needed.

Service delivery management

They maintain a comprehensive list of client requirements, scope of deliverables, technology and the delivery model. They track performance of all elements of the Operations Centre to drive the achievement of excellent service delivery levels and apply standardized service management service operations (SMSO) to deliver managed services.

Service level management

The MS Service Engineering T/L works with the relevant internal teams and stakeholders to establish and generate operational and business reports with keen focus on analytics that help meet or improve client service levels. This includes the perusal and review of client reviews and writing reports on the levels of client service provided. They approve initiatives for continuous service improvement.

Client satisfaction

Apply necessary processes and procedures to meet or improve client satisfaction requirements, as defined by the business. Implements client service policies, procedures and standards that will ensure the continued satisfaction of Dimension Data clients. The MS Services Engineering T/L engages internal teams, Dimension Data stakeholders, regions, countries and clients to capture client feedback and/or to discuss possible improvements to services provided.

Team leadership

The MS Services Engineering T/L is accountable for the operational management of a team of Engineers who provide support to clients. They ensure that the staffing levels are adequate to meet service delivery requirements and that the employees are equipped to do their jobs. They support the team by dealing with vendors and escalated queries and providing coaching and mentoring as required.

Next career steps

• MS Associate Operations Manager

Education required

• General qualification in Technology (Technology Diploma)

Certifications required & optional

• ITIL foundation certification (V3 or latest)
• Relevant technical certifications as required for working as part of a CoE’s
• MSDC
• MSCE
• Storage certifications
• VMware
• MNS – CCNA or CCIE

Work experience required

• 8 - 10 years’ work experience
• At least 4 years’ experience in operational management of people, process and technology
• Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack
• Good organisational and effective team leadership skills
• Experience in organisational change management (transformational experience)
• Understands budgets and cost management
• Good leadership skills including effective time management, prioritisation and delegation of work
• Experience in coaching and mentoring teams on a daily basis
• Experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)

What will make you a good fit for the role?

Join our growing global team and accelerate your career with us. Apply today.