Client Services Operations Specialist at NTT Ltd

Durban, KwaZulu-Natal, South Africa -

Full Time

Start Date

Immediate

Expiry Date

16 May, 26

Salary

0.0

Posted On

15 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, Operational Planning, Service Level Management, Stakeholder Engagement, Client Relationship Management, Resource Planning, ITIL, Cost Optimization, Risk Management, Process Improvement, Strategy Implementation, Contract Transition, Financial Analysis, Problem Solving, Governance, Compliance

Industry

IT Services and IT Consulting

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. Your day at NTT DATA The Client Services Operations Manager works closely with colleagues from all Services divisions to manage all aspects of service delivery into the various service delivery contracts within their client(s) and ensure the continued focus on the execution of the agreed service plans and initiatives. The Client Services Operations Manager ensures the integrity of the services provided by the Dimension Data Group. The primary responsibility of the Client Services Operations Manager is to plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery. These individuals contribute to the definition and management of the Services Delivery strategy and execution thereof into their clients. They hold subject matter knowledge spanning Infrastructure and/or Application aligned to the Dimension Data Group Go-To-Market Practices Enterprise IT Governance Reviews current and proposed information systems for compliance with the organisation's obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy. Provides specialist advice to those accountable for governance to correct compliance issues. Service level management Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the client negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency. Relationship management Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from Clients and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance Client and stakeholder relationships. Client service support Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved. Drafts and maintains policy, standards and procedures for the Client service or service desk functions. Ensures that the catalogue of requestable and supported services is complete and current. Work Outputs Manage the Service Delivery process. The Client Service Operations Manager assists in defining, developing and communicating the service delivery operations process and procedures. They contribute to the identification of opportunities for optimal efficiency and drive continual improvements into the delivery process and procedure. This individual contributes to and participates in all initiatives to drive service improvement in order to gain optimal efficiency. They will assist in ensuring that the operational model for service operations is well defined, structured and continuously improved to deliver cost effective, client centric services that meet service level agreements to the service contracts. Manage strategy implementation. The Client Services Operations Manager provides input into the development of the tactical strategy and develops and implements a supporting operational strategy. These individuals will recommend best practice for the deployment and ongoing operations management and technical support for service contracts. They understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness. They will work with other Dimension Data service divisions to build best practice services for our clients. They take responsibility for the management of services for strategic business change and ensure that services are aligned to the client’s business requirements. They will contribute to the development and implementation of a service management and delivery strategy for the services business. Transition of service contracts Working with the Transition Management teams this role is part of the transition of service contracts into the Dimension Data operation. They ensure that the right skills are deployed and adherence to all standards, processes, policies and work instructions as determined by global services organisation. Set financial targets. They analyse operational records, trends and costs related to estimated and realised revenues to project future revenues and expenses. The Client Services Operations Manager establishes financial targets for individuals and teams and identify opportunities to minimise cost or increase sales/revenue. Manage stakeholder relationships. They develop and maintain productive working relationships with peers and organisational role players to achieve optimal cross process integration. Ensure client satisfaction. The Client Services Operations Manager is able to balance the needs of the client with the strategic direction of Dimension Data. They act as a bridge between the clients and the technical organisation providing sound consulting services and recommendations based on Client and client needs, current information and trends. In so doing, they review, analyse and make recommendations on improvement opportunities in each service lifecycle phase. This role will act as the point of escalation for delivery teams for client satisfaction issues. This individual will be responsible for understanding the core issues affecting the client and will work with the relevant service teams to resolve. This role will also work with the relevant teams to monitor client satisfaction and contractual compliance for our clients. Ensure operational efficiency. The Client Services Operations Manager ensures the development, alignment and implementation of end-to-end processes, leading to operational, process, quality, standard and service optimisation. He/she assists in the timeous identification and solving of operational problems. They implement and use governance, compliance procedures and processes effectively to identify and manage risks and expose previously unknown liabilities. These individuals implement, manage and report on cost improvement objectives and communicate or escalate any shortfalls. They ensure the provision of accurate and timeous reporting and related insights in respect of key performance metrics and recommendations to improve operational efficiency. He/she develops and maintains operational procedural manuals, including preparing and distributing of appropriate updates. They implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas. Work experience required. 8 years experience in service delivery within a large-scale technology services environment across a range of services including outsourced services. Extensive experience in managed services and service delivery environment including technical and service management exposure. Track record of effective workshop facilitation and interviewing skills Solid management and leadership experience Possess working knowledge of ITIL with preference to executing in the environment. Demonstrate a broad understanding of the vast range of IT operations and Dimension Data service offerings. Possess knowledge and understanding of IT industry environment and business needs. Possess a strong business and commercial orientation with a supporting interest in technology. Demonstrate skills in persuasion and influencing management, staff, suppliers, clients and vendors. Possess excellent presentation and communications skills and comfort with communicating solutions to clients at a business and technical level. Demonstrate a strong client and quality orientation. Strong sense of urgency and accountability. Broad technical understanding of key Infrastructure and Security components. Seasoned work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment. Seasoned experience gained in a service delivery environment including technical and service management exposure. Seasoned experience in managing customer escalation situations and objection handling. Seasoned Managed Services operations experience. Academic Qualifications and Certifications: Information Technology Certificate or equivalent in Information Technology or Business Administration or related. ITIL foundation certification. Key Responsibilities: Dashboards all key Metrics and manages the about to be breached situations. Ensures that services are meet the stated service level agreement (SLA) levels. Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs. Monitors the operational effectiveness of support services and develops and implements the required improvement plans. Balances the needs of the client with the strategic direction of the organization. Understands the core issues affecting the client and works with the relevant service teams to resolve. Identifies needs, risks and issues and proposes appropriate solutions and courses of action. Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics). Performs any other advanced operational tasks as required by leadership. Knowledge and Attributes: Excellent customer service focus. Excellent communication skills and ability to prepare structured, and relevant communications to operations leaders. Excellent organizational skills with the ability to work in a fast paced and deadline driven environment. Proven ability to work creatively and analytically in a problem-solving environment. Seasoned ability to quickly become proficient in delivery processes and related systems. Excellent ability to analyze, design and improve operations processes. Excellent focus on business outcomes. Ability to work across different cultures and social groups. Ability to work well in a pressurized environment and adapt to changing circumstances. Workplace type: On-site Working About 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 50 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. Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!

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Responsibilities

The Client Services Operations Manager is responsible for planning, managing, and monitoring operational activities to ensure service delivery meets agreed service plans and initiatives across various service delivery contracts. This role involves managing service delivery processes, implementing tactical strategy, ensuring operational efficiency, and acting as the escalation point for client satisfaction issues.