Senior Director, Services

at  NTT Data

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.

KNOWLEDGE AND ATTRIBUTES:

• Significant business and commercial orientation and with a supporting interest in technology.
• Significant knowledge of Managed Services, Support Services and Technical Services, IT service management, and related technologies.
• Significant ability to stay up to date with industry trends, emerging technologies, and best practices.
• Significant understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
• Excellent client-facing and communication skills, with the ability to build and maintain strong client relationships.
• Significant leadership qualities, including the ability to inspire and mentor a team.
• Ability to work in a team environment and contribute to their success.
• Significant ability to facilitate presentation of technical and complex matters to a diverse audience.
• Ability to analyze data and produce reports on issues and recommend resolutions.
• Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
• Solid attention to detail coupled with the ability to multi-task, set priorities and meet deadlines.
• Significant knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
• Ability to work collaboratively with cross-functional teams and stakeholders at senior / executive level.

ACADEMIC QUALIFICATIONS AND CERTIFICATIONS:

• Bachelor’s degree or equivalent in Information Technology or Business Administration or related field.
• ITIL certification is desirable.

REQUIRED EXPERIENCE:

• Significant experience delivering in service performance and client service delivery within large scale (preferably multinational) technology services environment.
• Significant experience in IT Infrastructure services operations gained within a large IT enterprise environment.
• Significant people management experience preferably in leading and managing technical operations teams across the Data Center, Networking, Security, Workplace and Communications domains.
• Significant experience in managing people and operations within a matrixed structure.
• Significant experience in managing global enterprise client outsourcing projects.
• Significant vendor management experience.
• Significant experience gained within an IT Services delivery environment including technical and service management exposure.
  Workplace type:
  On-site Working

KEY RESPONSIBILITIES:

• Manages the financial performance of Services (Project Management Office, Support Services and Technical Services), including growth, delivery profitability and technology innovation
• Works towards executing the Services strategy by translating the strategic objectives into specific, actionable, and measurable goals that guide the day-to-day operations of the team
• Collaborates with senior leadership on the delivery of the roadmap development of service/product offers to be taken to market
• Collaborates with senior leadership to define service/product value propositions that are easily understood
• Creates strong interlocks between sales force teams and managed services delivery
• Defines the standards to be set for client satisfaction and oversees the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of clients
• Defines a culture of continuous improvement within the team, implementing best practices and driving process enhancements
• Continuously assesses and optimizes service delivery processes, tools, and methodologies to enhance service quality
• Oversees the development and execution of new delivery methodologies and ensures alignment to best practice
• May approve content of bids and proposals to clients
• Has insights of any deals in the pipeline to ensure a smooth transition from sales to delivery
• Ensures service delivery excellence, identifying new business opportunities where applicable
• Manages and mentors the team within remit to ensure achievement of team and individual objectives
• Presents at seminars, work sessions and advanced workshops on relevant information technology aspects
• Stays up-to-date with industry trends, emerging technologies, and best practices
• Collaborates with vendors and partners to ensure seamless integration of third-party services within the services environment
• Manages key metrics and trends, and provides insights to improve service delivery to senior leadership