- Location
- Mumbai, India
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Operations
- Seniority
- Director
- Education
- Bachelor
- Source
- Workday
Description
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
The Director, Service Operations is a leadership role responsible for leading and overseeing the successful delivery of support services to clients within a Region or Services Division.
This role is responsible for managing and guiding the teams within their remit, ensuring achievement of organizational and team objectives and fostering a collaborative and motivated work environment.
The Director, Service Operations ensures the implementation of any organisational change management initiatives with minimal impact.
- Responsible for operational metrics at line of business level, execute to the strategy.
- Ensures client satisfaction levels are achieved.
- Ensures service delivery efficiencies as key focus areas.
- Participates in service reviews and owns any improvement priorities/plans based on a continual service improvement approach.
- Leads service delivery to clients.
- Communicates service delivery strategies to all stakeholders.
- Develops processes and procedures to ensure the efficient management of client incidents.
- Analyzes client reviews reports in order to ensure proactive incident management at client sites.
- Designs and implements service management service operations (SMSO) procedures to ensure standardized delivery of support services.
- Measures the improvement of the delivery team’s capabilities.
- Manages the learning and development processes including talent acquisition, goal setting, evaluating performance, career development, and succession planning of all direct reports.
- Develops all levels in Customer service and appropriate technical competencies to deliver extraordinary Customer service.
- Drives innovation and new service delivery methods.
- Proactively identifies opportunities to improve current service delivery standards to better meet business needs.
- Excellent organizational and team leadership skills.
- Excellent communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
- Significant understanding of budgets and cost management.
- Excellent time management, prioritization and delegation abilities.
- Excellent focus on client centricity.
- Highly focused on business outcomes.
- Ability to guide the team through transformational objectives set out by the business.
- Excellent ability to work across different cultures and social groups.
- Ability to work well in a pressurized environment and adapt to changing circumstances.
- Significant service management service operations (SMSO) expertise.
- Bachelor's degree or equivalent in Information Technology or Business Administration or related, with significant experience in Infrastructure Service Operations.
- ITIL certification(s) preferred.
- Significant experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
- Significant experience in managing technology delivery teams in 24x7 formats, managing metrics, escalations, quality and client satisfaction.
- Significant demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc.).
- Significant demonstrated experience in organizational change management (transformational experience).
- Significant demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Centre.
Workplace type:
Hybrid WorkingAbout 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 70 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.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
