Service Operations Manager
Technical Consultancy, West Midlands
Service Operations Manager
Technical Consultancy, West Midlands

Who we are:

You'll be joining the 6th largest IT Service Provider, present in more than 50 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open  golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester.

Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first.

We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as “DO Diversity”, aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the “City Gives Back” allows us to support our local community that has been affected by the COVID-19 pandemic...and much more!

What you'll be doing:

We have an exciting opportunity for and experienced Service Operations Manager to join our growing Managed Services team in Solihull, West Midlands.

The primary purpose of this role is to provide leadership and direction to our offshore service operations team to ensure that incidents and service requests are managed in full compliance to service level targets for all Service Operations Centre customers.

  • Operational oversight and day-to-day management of all ITIL functions (Request, Incident, Major Incident, Problem & Change, etc), Service Desk, EUC, Infrastructure and Application support functions
  • Proactively working with external support functions to ensure their ways of working are not impacting NTT DATA productivity
  • Contacting the customer to resolve disputes or escalations
  • Continually driving the implementation of automation and knowledge initiatives to off-load mundane tasks ensure a consistent service approach is delivered across all functions
  • Working with the Service Delivery to design and execute Service Delivery strategy across work streams
  • Deputising for the Service Delivery Manager when required
  • Working understanding of ITIL principles and concepts
  • IT literate with a working understanding of software development, networking, server, storage, security, backup and virtualisation principles and concepts
  • Strong senior stakeholder management and thought-leadership skills, capable of asking the 'right' questions
  • Producing service-level reporting data
  • Exemplary written English and time-keeping skills
  • Experience of working for Managed Service Provider
  • Experience of working with offshore teams

...and finally:

The focus on Clients, Teamwork and Foresight is in our DNA and we are looking for someone who shares and embodies these core values, leading by example.

We don't look for finished articles. We look for people who want to continue their career growth alongside NTT DATA 's.

To support your hard work and dedication, we will offer you the following:

  • A people focused business
  • Excellent opportunities to grow your career, including an online training platform with 3000+ courses, accessible from everywhere, to sharpen your skills.
  • A varied client base
  • …And much more!

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Service Line Manager

Safina Begum
Head of Service Desk and Support

Experienced Head Of Service Operations with a demonstrated history of working in the information technology and services industry. Skilled in BMC Remedy, Troubleshooting, Solution Architecture, Service Delivery, and Customer Service.

Location
Birmingham Business Park

“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.

At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”

Fernando Apezteguia, CEO, NTT DATA UK

NTT DATA
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