Make an impact with NTT DATA
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Your day at NTT DATA
The Senior Team Lead, Services is a developing subject matter expert, responsible for supporting the delivery of Services to our clients.
This role is responsible for ensuring the efficient operation, optimization, and continuous improvement of Managed services, Support Services and Technical Services. This role manages and deploys targeted Services programs to help accelerate sales, client engagement and service delivery and collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.
The Senior Team Lead, Services drives a collaborative and innovative team culture focused on operational excellence.
Key responsibilities:- Contributes to the financial performance of Services (Managed Services, Support Services and Technical Services), including growth, delivery profitability and technology innovation.
- Oversees the execution of the specific, actionable, and measurable Services goals across the team.
- Gives input on the delivery of the roadmap development of Services service/product offers to be taken to market.
- Gives input on the Services service/product value propositions ensuring that it is easily understood.
- Works with senior management to create strong interlocks between sales force teams and Services delivery.
- Ensures standards are set for client satisfaction and ensures the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of clients.
- Ensures a culture of continuous improvement within the team, implementing best practices and driving process enhancements.
- Continuously assesses and optimises service delivery processes, tools, and methodologies to enhance service quality.
- Participates in the development and execution of new delivery methodologies and ensures alignment to best practice.
- Contributes to the preparation of bids and proposals to clients and remains up to date with deals in the pipeline to ensure a smooth transition from sales to delivery.
- Contributes to service delivery excellence, identifying new business opportunities where applicable.
- Manages and mentors the team within remit to ensure achievement of team and individual objectives.
- Collaborates with vendors and partners to ensure seamless integration of third-party services within the services environment.
- Generates regular service performance reports, analyzing key metrics and trends, and providing insights to improve service delivery.
- Maintains an up-to-date service catalogue with service offerings and corresponding service level agreements.
To thrive in this role, you need to have:- Seasoned business and commercial orientation and with a supporting interest in technology.
- Seasoned knowledge of Managed Services, Support Services and Technical Services, IT service management, and related technologies.
- Ability to stay up to date with industry trends, emerging technologies, and best practices.
- Seasoned understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
- Excellent client-facing and communication skills, with the ability to build and maintain strong client relationships.
- Developing leadership qualities, including the ability to inspire and mentor a team.
- Ability to work in a team environment and contribute to their success.
- Ability to facilitate presentation of technical and complex matters to a diverse audience.
- Ability to analyze data and produce reports on issues and recommend resolutions.
- Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
- Solid attention to detail coupled with the ability to multi-task, set priorities and meet deadlines.
- Seasoned knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
- Ability to work collaboratively with cross-functional teams and stakeholders.
Academic qualifications and certifications:- Bachelor’s degree or equivalent in Information Technology or Business Administration or related field.
- ITIL certification.
Required experience:- Moderate level of experience in managing an information technology services team, preferably within a global matrixed organization.
- Solid experience in a large-scale organization.
- Solid experience working with vendors and/or service providers.
- Solid experience working in a team-oriented, collaborative environment.
- Solid experience in an IT Services role within an information technology services environment.
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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