Senior Operations Manager - Managed Services & Governance

NTT Limited; Wallisellen; On-site; CHF 140,000 - 190,000; Full time

Job summary

NTT DATA is seeking an experienced Operations Manager to lead managed services operations and ensure delivery of infrastructure services within a complex enterprise environment in Winterthur, Switzerland. You will oversee governance, SLAs, incidents, changes, and service improvements while coordinating multi-disciplinary teams and vendors.

German language proficiency at B2 level and Swiss citizenship requirements apply.

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.

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.

Skills

IT infrastructure

ITSM frameworks

SLA management

Vendor management

Leadership

Stakeholder management

Communication

Decision making

Continuous service improvement

Education

ITIL 4 MP or equivalent

ISO/IEC 20000 Practitioner or Lead Implementer

SIAM Professional

PMP or PRINCE2 Practitioner

Tools

None

Job description

NTT DATA is seeking an experienced Operations Manager to lead managed services operations and ensure delivery of infrastructure services within a complex enterprise environment in Winterthur, Switzerland. You will oversee governance, SLAs, incidents, changes, and service improvements while coordinating multi-disciplinary teams and vendors.

German language proficiency at B2 level and Swiss citizenship requirements apply.