Senior IT Ops Manager, Managed Services & Governance

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

Zusammenfassung

NTT DATA is seeking an experienced L3 Operations Manager to lead managed services operations within a complex enterprise environment in the Winterthur area. You will oversee operational governance, SLA achievement, incident and service management, and cross‑functional coordination with vendors and teams.

The role emphasizes governance, reporting with KPIs, continuous service improvement, and ensuring alignment with customer commitments and contractual obligations.

Qualifikationen

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

Aufgaben

• 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.

Kenntnisse

IT infrastructure management

ITSM frameworks

Vendor management

Leadership

Stakeholder management

Incident management

Change management

Service reporting

Governance

Operations leadership

Jobbeschreibung

NTT DATA is seeking an experienced L3 Operations Manager to lead managed services operations within a complex enterprise environment in the Winterthur area. You will oversee operational governance, SLA achievement, incident and service management, and cross‑functional coordination with vendors and teams.

The role emphasizes governance, reporting with KPIs, continuous service improvement, and ensuring alignment with customer commitments and contractual obligations.