IT Operations Leader - Managed Services & SLAs

NTT DATA, Inc.; Winterthur; Vor Ort; CHF 140.000 - 190.000; Vollzeit

Zusammenfassung

NTT DATA, Inc. is seeking an experienced Operations Manager to lead managed services operations across our infrastructure in a complex enterprise environment.

You will drive governance, SLA compliance, incident and service management, and cross-functional coordination to ensure reliable delivery for German-speaking stakeholders. Based in Winterthur region, you will manage vendor relationships, produce performance reports, and champion continuous service improvements while aligning with

Qualifikationen

• Proven experience managing IT infrastructure, managed services, or enterprise operations teams.
• Strong knowledge of ITSM frameworks and governance.
• Experience with SLA management, vendor management, and service reporting.
• Strong leadership, stakeholder management, communication, and decision‑making skills.
• Ability to drive operational excellence and continuous improvement across multi-disciplinary teams.
• Experience coordinating complex operational environments and managing escalations.

Aufgaben

• Lead day-to-day managed services operations across the infrastructure environment.
• Ensure delivery of services in line with SLAs, OLAs, and customer expectations.
• Oversee incident, problem, change, and service request management processes.
• Drive operational governance, service reviews, escalation management, and continuous improvement initiatives.
• Coordinate technical teams, vendors, and stakeholders to ensure effective service delivery.
• Manage major incidents and operational escalations, ensuring timely resolution and clear customer communication.
• Produce and present operational reports, KPIs, service metrics, and performance updates.
• Identify operational risks and implement measures to improve service quality, stability, and efficiency.
• Ensure adherence to operational standards, processes, compliance requirements, and best practices.

Kenntnisse

ITSM frameworks

SLA management

Vendor management

Leadership

Stakeholder management

Escalation management

Jobbeschreibung

NTT DATA, Inc. is seeking an experienced Operations Manager to lead managed services operations across our infrastructure in a complex enterprise environment.

You will drive governance, SLA compliance, incident and service management, and cross-functional coordination to ensure reliable delivery for German-speaking stakeholders. Based in Winterthur region, you will manage vendor relationships, produce performance reports, and champion continuous service improvements while aligning with