SDIS Operations Manager

NTT Limited; Paris; Hybride; EUR 60 000 - 80 000; Plein temps

Résumé du poste

Une entreprise technologique innovante recherche un Responsable des opérations SDIS pour superviser la livraison des services en France et au Luxembourg. Le candidat idéal aura un diplôme en informatique ou dans un domaine connexe, avec au moins 3 ans d'expérience en management dans le secteur des services d'infrastructure. Ce rôle exige de solides compétences en communication et en gestion de projets pour répondre aux besoins des clients et garantir une qualité de service exceptionnelle.

Prestations

Travail hybride

Qualifications

• Minimum de 3 ans d'expérience en services d'infrastructure logicielle.
• Excellentes capacités de communication et interpersonnelles.
• Compétences prouvées en gestion de plusieurs projets.

Responsabilités

• Gérer une équipe de managers de succès client et de gestionnaires de service.
• Interagir avec les clients pour garantir la satisfaction et le service de qualité.
• Suivre et analyser les données de performance pour atteindre les objectifs.

Connaissances

Communication

Gestion de projets

Esprit d'équipe

Analyse des performances

Formation

Baccalauréat en informatique, IT, affaires

Description du poste

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Our SDIS ( Software-defined infrastructure Services) is a proven, industry-leading support service which provides the analytics and centralized management capability to help organizations gain the speed and agility to meet dynamic business demands.

This enhanced visibility enables informed decisions at the right time and provides an increased level of control to ensure business continuity and lifecycle return on investment.

As our SDIS Operations Manager,you will ensure the successful delivery of our SDIS support services for our Customers in France & Luxembourg.

What you will do

Management

• Manage a team of Customer Success Managers and Service Delivery Mangers responsible for SDIS activities.
• Oversee the day-to-day tasks/ requests (ORT, OSP, True Forward, etc.) and ensure on-time and efficient response.
• Ensure the teams comply with existing procedures and provide appropriate knowledge and tools to succeed.

Client Communication and Customer Intimacy:

• Engage closely with clients to ensure the delivery of top-tier services tailored to client specifications.
• Interact with customers to understand expectations and ensure our SDIS service offers are consistently aligned.
• Formulate and execute strategies to ensure growth and client satisfaction.

Quality of service

• Coordinate with various internal and external stakeholders to guarantee the successful rollout and sustained success of the programs.
• Regularly monitor and analyze performance data to ensure NTT Data is on track to meet or exceed the agreed-upon metrics.
• Identify, define, and track key performance metrics (dashboards).
• Follow up on improvement plans.

Sales and GTM support:

• Anticipate and organize contract renewals with his team of SDM/ CSM.
• Help identify new opportunities and evangelize customers on additional services to facilitate Up-selling.
• Engage closely with the GTM team to ensure all pricing requests for SDI Services are fulfilled, ensuring precision and market competitiveness.
• Work with the service design specialists to contribute to RFP responses and ensure it is in line with Operational constraints.
• Ensure a clear understanding of the cost structure to set prices that provide value to the customer and profitability to the business.

Reporting

• Timesheets management
• Active participation to European Service Delivery Management governance meetings
• Set up internal account reviews with the SDM account holder. The audience should be composed of the Services Department, the Sales Department, the Quality Department and the Service Design Department. The purpose of these reviews is to provide internal visibility and a health check of the account and the associated Service contract from a Quality, Operational, Business and SIP perspective.
• Define relevant internal processes for customer contract implying a (CISCO EA) True Forward billing process.
• Evaluate performance metrics and identify areas for improvement, implementing strategies accordingly.
• Use historical data and current trends to forecast future performance, costs, and other relevant metrics.
• Track Key Performance Indicators (KPIs) to measure the company's success in adopting SDIS.
• Create detailed, clear, and actionable reports tailored to the needs of different stakeholders.
• Ensure proper P&L management with a constant and accurate view of profitability with a specific focus on governance and TAM costs.

What you will bring:

• Bachelor’s degree in computer science, IT, Business, or related discipline. Master's degree is a plus.
• Minimum of 3 years’ experience in software-defined infrastructure services, vendor management, or a related domain, in a managerial capacity.
• In-depth understanding of Support Services.
• Stellar communication and interpersonal abilities.
• Proven capability to manage multiple projects and priorities in a dynamic setting.
• Passion for results.

Workplace type:

Hybrid Working

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Our SDIS ( Software-defined infrastructure Services) is a proven, industry-leading support service which provides the analytics and centralized management capability to help organizations gain the speed and agility to meet dynamic business demands.

This enhanced visibility enables informed decisions at the right time and provides an increased level of control to ensure business continuity and lifecycle return on investment.

As our SDIS Operations Manager,you will ensure the successful delivery of our SDIS support services for our Customers in France & Luxembourg.

What you will do

Management

• Manage a team of Customer Success Managers and Service Delivery Mangers responsible for SDIS activities.
• Oversee the day-to-day tasks/ requests (ORT, OSP, True Forward, etc.) and ensure on-time and efficient response.
• Ensure the teams comply with existing procedures and provide appropriate knowledge and tools to succeed.

Client Communication and Customer Intimacy:

• Engage closely with clients to ensure the delivery of top-tier services tailored to client specifications.
• Interact with customers to understand expectations and ensure our SDIS service offers are consistently aligned.
• Formulate and execute strategies to ensure growth and client satisfaction.

Quality of service

• Coordinate with various internal and external stakeholders to guarantee the successful rollout and sustained success of the programs.
• Regularly monitor and analyze performance data to ensure NTT Data is on track to meet or exceed the agreed-upon metrics.
• Identify, define, and track key performance metrics (dashboards).
• Follow up on improvement plans.

Sales and GTM support:

• Anticipate and organize contract renewals with his team of SDM/ CSM.
• Help identify new opportunities and evangelize customers on additional services to facilitate Up-selling.
• Engage closely with the GTM team to ensure all pricing requests for SDI Services are fulfilled, ensuring precision and market competitiveness.
• Work with the service design specialists to contribute to RFP responses and ensure it is in line with Operational constraints.
• Ensure a clear understanding of the cost structure to set prices that provide value to the customer and profitability to the business.

Reporting

• Timesheets management
• Active participation to European Service Delivery Management governance meetings
• Set up internal account reviews with the SDM account holder. The audience should be composed of the Services Department, the Sales Department, the Quality Department and the Service Design Department. The purpose of these reviews is to provide internal visibility and a health check of the account and the associated Service contract from a Quality, Operational, Business and SIP perspective.
• Define relevant internal processes for customer contract implying a (CISCO EA) True Forward billing process.
• Evaluate performance metrics and identify areas for improvement, implementing strategies accordingly.
• Use historical data and current trends to forecast future performance, costs, and other relevant metrics.
• Track Key Performance Indicators (KPIs) to measure the company's success in adopting SDIS.
• Create detailed, clear, and actionable reports tailored to the needs of different stakeholders.

Financial coordination

• Ensure proper P&L management with a constant and accurate view of profitability with a specific focus on governance and TAM costs.

What you will bring:

• Bachelor’s degree in computer science, IT, Business, or related discipline. Master's degree is a plus.
• Minimum of 3 years’ experience in software-defined infrastructure services, vendor management, or a related domain, in a managerial capacity.
• In-depth understanding of Support Services.
• Stellar communication and interpersonal abilities.
• Proven capability to manage multiple projects and priorities in a dynamic setting.
• Financial acumen.
• Passion for results.
• Innovative mindset.

Workplace type:

Hybrid Working

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. Accelerate your career with us. Apply today

Your career here is about believing in yourself and taking on great opportunities and new challenges.

It’s about growing your skills and expertise in your current role and preparing yourself for the future. That’s why we encourage you to take every opportunity to grow your career within our great global team.