Senior Manager, Support Services

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Your day at NTT DATA

The Senior Manager, Support Services is a senior management role responsible for ensuring the delivery of support services to clients.

The Senior Manager, Support Services is responsible for ensuring the efficient operation, optimization, and continuous improvement of complex support services and deploys targeted support services programs to help accelerate sales, client engagement and service delivery.

This role collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.

This role responsible for leading and managing large teams such as engineers and specialists, by providing guidance, mentorship, and fostering a collaborative and high-performing work environment.

Key responsibilities:

• Contributes to the financial performance of support services within a Region/Country or Services Division, including growth, delivery profitability and technology innovation.
• Oversees the execution of the specific, actionable, and measurable support services goals across the team.
• Works with senior management on the delivery of the roadmap development of service/product offers to be taken to market.
• Works with senior management to define service/product value propositions that are easily understood.
• Works with senior management to create strong interlocks between sales force teams and support 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 optimizes 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 Support services environment.
• Generates regular service performance reports, analyzing key metrics and trends, and providing insights to improve service delivery.
• May manage the service catalogue with service offerings and corresponding service level agreements.
  
  

To thrive in this role, you need to have:

• Extended business and commercial orientation and with a supporting interest in technology.
• Extended knowledge of support services, IT service management, and related technologies.
• Ability to stay up to date with industry trends, emerging technologies, and best practices.
• Extended knowledge of support services concepts, IT service management (ITSM) practices, and industry best practices.
• Extended 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.
• Excellent interpersonal and verbal and written communication skills.
• Excellent leadership qualities, including the ability to inspire and mentor a team.
• Excellent collaboration skills and are able to interact professionally.
• Ability to facilitate presentation of technical and complex matters to a diverse audience.
• Ability to multi-task, set priorities and meet deadlines.
• Extended knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
  
  

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology or Business Administration or related field.
• ITIL certification is desirable.
  
  

Required experience:

• Extended experience in managing an information technology services team, preferably within a global matrixed organization.
• Extended proven working experience in a large-scale organization.
• Extended demonstrated experience working with vendors and/or service providers.
• Extended experience working in a team-oriented, collaborative environment.
• Extended experience in a support 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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