Technical Service Delivery Manager
Technical Consultancy, London
Technical Service Delivery Manager
Technical Consultancy, London

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:

Job Duties

  • Owning Management of Services being delivered to client(s)
  • Owning Delivery of Services being delivered to client(s)
    • Adherence to SLAs (which contain penalties)
    • Ensuring Client satisfaction
    • Ensuring Services delivered in line with Contractual terms
    • Ensuring Continuous Service Improvement & Innovation
  • Defining what is “BAU” and what is “Project Work”
  • Overseeing the transition of support of New/Changed Services into the Managed Security Services (MSS) scope
  • Preparing for and Driving Monthly Service Review meetings providing presentation slides and reports
  • Understanding the client’s business process cycle
    • Managing resourcing levels appropriately
  • Working closely with NTT DATA UK and Partners
    • NTT Security UK DM SOC & TD SOC (onshore)
    • NTT DATA Romania SOCs (near shore)
    • NTT DATA Bangalore Indian remote based staff (far shore)
    • UK Security Monitoring 3rd party MSPs (onshore)
    • German 3rd party Identity Access Management (IAM) MSPs (near shore)

Characteristics

  • Strong teamwork skills and attention to detail
  • Excellent written and verbal communication skills
  • Proficiency in leading both physical and virtual teams
  • Experience in dealing with 3rd-party provided services
  • Operational ability in diverse, large-scale environments
  • Exceptional customer facing skills
  • Ability to manage conflict and offer suitable resolutions
  • Self-motivation and able to take responsibility

What you'll need:

Skills

  • Minimum of 5 years’ experience of working in a multi-tiered IT enterprise
  • Minimum of 3 years’ experience in a Service Delivery Management role
  • End-to-End Management of a
    • Service Management function including:
      • Service Management
      • Incident Management
      • Change Management &
      • Problem Management
  • Understanding the client’s business process cycle and manage resourcing levels appropriately
  • IT Service Management system experience (preferably ServiceNOW)
  • Good understanding of ITIL (IT Infrastructure Library)
  • Good understanding of MITRE ATT&CK (Adversarial Tactics Techniques & Common Knowledge)
  • Good Technical knowledge and experience with some or all of the following:
    • IT Networks
    • IT Network Security
    • Operating System Administration (Windows and/or UNIX/LINUX)
    • Cloud Computing
    • IT Hardware (specifically Firewalls)
    • IT Security Software (specifically IPS/IDS, Security Gateways, VPNs)

Certification & Training

  • ITIL v3 or 4 Foundation or Intermediate (preferred) certification
  • IT Network Security Foundation certification
  • MITRE ATT&CK foundation certification
  • Any Operating System (Microsoft Windows, UNIX or LINUX) Foundation training
  • Any Operating System (Microsoft Windows, UNIX or LINUX) Administration training

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Service Line Manager

Stuart Reardon
Managed Services Operations Director

I am the Operations Director for NTTDATA managed services responsible for ensuring the smooth internal running of the service line. This spans everything people and process as well as commercial, financial and governance. I am a qualified engineer, and experienced programme manager with an SAP technology background that moved into this role in 2016. This shows the opportunity NTTDATA enables should anyone join our business.

Location
2 Royal Exchange

“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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