Director - Services

NTT DATA, Inc.; Mumbai; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

A leading technology services company in Mumbai is seeking a Director, Services to oversee service delivery and client satisfaction. This role requires significant experience in managing services within large-scale technology environments, a strong business orientation, and excellent leadership skills. Knowledge of ITIL practices is desirable. This position offers an opportunity to drive continuous improvement and collaborate with senior leadership.

Qualifications

• Strong business and commercial orientation with a technology interest.
• Significant client relationship management experience.
• Experience in managing people and operations in a technical environment.
• Significant experience in IT Infrastructure services operations within a large IT enterprise environment.
• Significant experience in managing global enterprise client outsourcing projects.
• Significant vendor management experience.
• Experience gained within an IT Services delivery environment including technical and service management exposure.

Responsibilities

• Manage financial performance of services and client satisfaction.
• Collaborate with senior leadership to define service strategies.
• Ensure service delivery excellence and identify new business opportunities.
• Collaborates with senior leadership to define service/product value propositions that are easily understood.
• Creates strong interlocks between sales force teams and managed services delivery.
• Defines the standards to be set for client satisfaction and oversees the implementation of client service policies, procedures and standards.
• Defines a culture of continuous improvement within the team, implementing best practices and driving process enhancements.

Skills

Business orientation

Knowledge of Managed Services

Client-facing skills

Leadership abilities

Data analysis

Communication

Education

Bachelor's degree in Information Technology or Business Administration

ITIL certification desired

Tools

ITIL

Job description

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

The Director, Services is a leadership role responsible for ensuring the delivery of Services to clients. This role is responsible for ensuring the efficient operation, optimization, and continuous improvement of Managed Services, Support Services and Technical Services.

Key responsibilities:

• Manages the financial performance of Services (Managed Services, Support Services and Technical Services), including growth, delivery profitability and technology innovation
• Works towards executing the Services strategy by translating the strategic objectives into specific, actionable, and measurable goals that guide the day-to-day operations of the team
• Collaborates with senior leadership on the delivery of the roadmap development of service/product offers to be taken to market
• Collaborates with senior leadership to define service/product value propositions that are easily understood
• Creates strong interlocks between sales force teams and managed services delivery
• Defines the standards to be set for client satisfaction and oversees the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of clients
• Defines a culture of continuous improvement within the team, implementing best practices and driving process enhancements
• Continuously assesses and optimizes service delivery processes, tools, and methodologies to enhance service quality
• Oversees the development and execution of new delivery methodologies and ensures alignment to best practice
• May approve content of bids and proposals to clients
• Has insights of any deals in the pipeline to ensure a smooth transition from sales to delivery
• Ensures service delivery excellence, identifying new business opportunities where applicable
• Manages and mentors the team within remit to ensure achievement of team and individual objectives
• Presents at seminars, work sessions and advanced workshops on relevant information technology aspects
• Stays up-to-date with industry trends, emerging technologies, and best practices
• Collaborates with vendors and partners to ensure seamless integration of third-party services within the services environment
• Manages key metrics and trends, and provides insights to improve service delivery to senior leadership

To thrive in this role, you need to have:

• Significant business and commercial orientation and with a supporting interest in technology.
• Significant knowledge of Managed Services, Support Services and Technical Services, IT service management, and related technologies.
• Significant ability to stay up to date with industry trends, emerging technologies, and best practices.
• Significant understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
• Excellent client-facing and communication skills, with the ability to build and maintain strong client relationships.
• Significant leadership qualities, including the ability to inspire and mentor a team.
• Ability to work in a team environment and contribute to their success.
• Significant ability to facilitate presentation of technical and complex matters to a diverse audience.
• Ability to analyze data and produce reports on issues and recommend resolutions.
• Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
• Solid attention to detail coupled with the ability to multi-task, set priorities and meet deadlines.
• Significant knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
• Ability to work collaboratively with cross-functional teams and stakeholders at senior / executive level.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology or Business Administration or related field.
• ITIL certification is desirable.

Required experience:

• Significant experience delivering in service performance and client service delivery within large scale (preferably multinational) technology services environment.
• Significant experience in IT Infrastructure services operations gained within a large IT enterprise environment.
• Significant people management experience preferably in leading and managing technical operations teams across the Data Center, Networking, Security, Workplace and Communications domains.
• Significant experience in managing people and operations within a matrixed structure.
• Significant experience in managing global enterprise client outsourcing projects.
• Significant vendor management experience.
• Significant experience gained within an IT Services delivery environment including technical and service management exposure.

NTT DATA is an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.