NTT Group

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Technical Services Manager is a key role in Services Delivery organization who oversees the development and implementation of detailed technology solutions for clients.

Responsible for defining the client's needs, developing a proposal to meet those needs, as well as overseeing the implementation of the complete project solution.

He/She performs in both a people management capacity and a technical leadership capacity..

He/She selects, develops and evaluates personnel to ensure the efficient operation of the function.

Technical Services Manager manages a team of Intelligent Infrastructure engineers with different level of expertise and seniority who are responsible for implementing IT infrastructure, fixing issues and achieving client satisfaction.

Working at NTT

Key Roles and Responsibilities:

• Management of the team, contributing to the delivery strategy development and managing implementation to achieve revenue and expense targets.
• Collaborate with internal stakeholders to set the standard for client satisfaction and assist with the development of client service policies, procedures and standards that will ensure the continued satisfaction of our clients.
• Manage and coordinate initiatives to solve client problems.
• Assist with complaint handling or any major incidents that require intervention and ensure the prompt resolution of these incidents.
• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
• Ensure the identification and development of a feedback; complaints and problem-solving procedure for clients to use ensure proactive incident management at client sites.
• Take full ownership for managing efficiency levels, streamlining procedures to deliver customer excellence.
• Manage resource capacity to achieve service level agreements.
• Participate in client reviews to proactively manage client service level requirements and fulfilment.
• Provide information for the delivery plan and work with internal stakeholders to execute the implementation strategy.
• Provide business advice and technical consultation to clients when required.

Knowledge, Skills and Attributes:

• Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors
• Receives objective based assignments and determines resources to meet schedules and goals
• A solid understanding of the vast range of IT operations and NTT service offerings
• Good knowledge and understanding of IT industry environment and business needs
• Display strong levels of client engagement
• Service orientated individuals who are able to manage client value whilst maintaining profitable business results
• Display an in-depth understanding of the product’s functionality and capability and how it is applied to solve client’s problems
• Display operational team leadership skills and able to effectively manage the resources that report to them
• Good collaboration skills and able to interact professionally
• Good attention to detail]

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Business or Information Technology or related or equivalent work experience
• ITIL Foundation Certificate V3 (ITIL-Fv3) or equivalent
• Relevant technical certifications as required
• Valid Cisco CCIE certification

Required Experience:

• Good level of relevant experience in a similar role within a related environment.
• Solid previous experience operationally managing a technical team.
• Good experience dealing with clients and managing complex technology solution implementations and service levels.
• Solid stakeholder engagement experience at all levels in the organization
• Good collaboration skills and able to interact professionally
• Technical Skill (Strong knowledge of Network Data Center and Campus/WAN infrastructures)

Skills Summary

Communication, Contract Management, Financial Acumen, IT Service Management (ITSM), Operations Management, People Management, Profit and Loss (P&L) Management, Project Management, Sales Growth, Service Delivery, Support Services

What will make you a good fit for the role?

Workplace type:

Hybrid Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category