Senior IT Operations Lead - Managed Services & SLAs

NTT Ltd.; Wallisellen; Sur place; CHF 150 000 - 190 000; Plein temps

Résumé du poste

NTT DATA is seeking an experienced Operations Manager to lead managed services operations and ensure robust delivery of infrastructure services within a complex enterprise environment in the Winterthur region. The role focuses on governance, SLA achievement, incident and service management oversight, and continuous service improvement.

As a key leader, you will coordinate diverse technical teams, manage vendors and stakeholders, report on KPIs, and ensure service quality, stability and

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.

Responsabilités

• Lead day-to-day managed services operations across the infrastructure environment.
• Ensure delivery of services in line with agreed SLAs 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.

Connaissances

IT service management

Operational governance

Vendor management

Stakeholder communication

Leadership

Incident management

Outils

ITIL 4 Managing Professional

ISO/IEC 20000 Practitioner

SIAM Professional

PMP/PRINCE2 Practitioner

Security/Network/Storage/Compute certs

Description du poste

NTT DATA is seeking an experienced Operations Manager to lead managed services operations and ensure robust delivery of infrastructure services within a complex enterprise environment in the Winterthur region. The role focuses on governance, SLA achievement, incident and service management oversight, and continuous service improvement.

As a key leader, you will coordinate diverse technical teams, manage vendors and stakeholders, report on KPIs, and ensure service quality, stability and