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

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

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:

• 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.
• Applicants must hold Swiss citizenship.

Location:

• 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.