Operations Manager (m/w/d) – Winterthur Area

NTT America, Inc.; Opfikon; Vor Ort; CHF 140.000 - 180.000; Vollzeit

Zusammenfassung

NTT DATA is seeking an experienced Operations Manager to lead managed services operations in a complex enterprise environment. You will oversee governance, SLA achievement, incident management, vendor coordination, and continuous service improvement.

The role requires strong ITIL/ITSM knowledge, senior leadership, and the ability to engage German-speaking stakeholders in a Swiss site-based setting. Winterthur region, on-site operations.

Qualifikationen

• Proven experience leading managed services or enterprise operations teams.
• Strong knowledge of IT Service Management and governance frameworks.

Aufgaben

• Lead day-to-day managed services operations across the infrastructure environment.
• Ensure delivery of services aligns with SLAs and customer expectations.
• Oversee incident, problem, change, and service request processes.
• Drive governance, service reviews, escalation management, and continual improvement.
• Coordinate technical teams, vendors, and stakeholders for service delivery.
• Manage major incidents and escalations with clear communication.
• Produce operational reports and KPIs for governance reviews.

Kenntnisse

IT infrastructure

ITSM frameworks

SLA management

Vendor management

Leadership

Stakeholder management

Ausbildung

ITIL 4 Managing Professional

ISO/IEC 20000 Practitioner/Lead Implementer

SIAM Professional

PMP or PRINCE2 Practitioner

Tools

ITSM tools

Governance reporting tools

Jobbeschreibung

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.

We are seeking an experienced Operations Manager to lead managed services operations and ensure the successful delivery of infrastructure services within a complex enterprise environment. The role is responsible for operational governance, SLA achievement, incident and service management oversight, team coordination, vendor management, reporting, and continuous service improvement. As a key leadership position, you will ensure operational execution remains aligned with customer commitments, contractual obligations, and governance requirements.

Key Responsibilities:

• Lead day-to-day managed services operations across the infrastructure environment.

• Ensure delivery of services in line with agreed 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.

Required Qualifications:

• Proven experience managing IT infrastructure, managed services, or enterprise operations teams.

• Strong knowledge of IT Service Management (ITSM) frameworks and operational governance.

• Experience with SLA management, vendor management, customer engagement, and service reporting.

• Strong leadership, stakeholder management, communication, and decision‑making skills.

• Ability to drive operational excellence and continuous improvement across multi-disciplinary technical teams.

• Experience coordinating complex operational environments and managing escalations effectively.

Preferred Certifications:

• ITIL® 4 Managing Professional

• ISO/IEC 20000 Practitioner or Lead Implementer

• SIAM Professional

• PMP (Project Management Professional) or PRINCE2 Practitioner

• Additional Security, Network, Storage, or Compute infrastructure certifications are advantageous

Language Requirement:

• German language proficiency at minimum B2 level is mandatory.

• The role requires the ability to participate in technical discussions, incident coordination, service reviews, governance meetings, change‑related communication, and day‑to‑day operational interactions with German‑speaking stakeholders, customer teams, operational contacts, and site personnel.

Citizenship Requirement:

• Applicants must hold Swiss citizenship.

Location:

• Winterthur area, Switzerland

• Candidates should be based in, or regularly available within the Winterthur region to support customer engagement, operational leadership, coordination with onsite and remote‑hands teams, and participation in governance, escalation, service review, and stakeholder meetings as required.

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 70 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.