Manager, Technical Services NTT DATA

About NTT DATA

Job Description

As a Manager of Technical Services at NTT DATA, you will play a crucial role in providing exceptional service to clients by ensuring the continuous operation of their IT infrastructure and systems. Your primary responsibility will be to coordinate the proactive identification and resolution of technical incidents and problems to restore service efficiently. You will be focused on maintaining zero missed service level agreement conditions and achieving high client satisfaction by contributing to the planning, building, and supporting of technology solutions. A key aspect of your role will involve leading a team of Engineers and/or Specialists to ensure all lines of support for complex incidents, requests, events, and problems are effectively managed. Collaboration with cross-functional teams is essential to ensure the highest level of client satisfaction and the seamless continuation of business operations within one or more lines of business. This people management role also involves providing guidance, mentorship, and fostering a collaborative and high-performing work environment. Key responsibilities include contributing to strategy development, managing revenue and expense targets, setting standards for client satisfaction, implementing client service policies, resolving client problems, and ensuring efficient incident management at client sites. You will be responsible for managing resource capacity to achieve service level agreements, participating in client reviews, providing business advice, and technical consultation to clients when required. To excel in this role, you should have advanced business and commercial orientation, technical services knowledge, IT service management expertise, and staying up to date with industry trends and emerging technologies. Excellent client-facing and communication skills, along with advanced management qualities, are essential for inspiring and mentoring your team. You should also be adept at presenting technical and complex matters to diverse audiences, analyzing data, and producing reports on issues. Academic qualifications include a Bachelor's degree in Business or Information Technology, with a Master's degree in Information Technology or Business Administration preferred. ITIL certification is desirable. The ideal candidate will have advanced relevant experience in a similar role within a global technology environment, operational management experience with technical teams, client management experience, and stakeholder engagement skills at all organizational levels. An Equal Opportunity Employer, NTT DATA offers a workplace where diversity and inclusion are embraced, providing opportunities for professional growth and success.,