Manager : Professional Services

NTT DATA, Inc.; Bengaluru; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

NTT DATA is seeking a Manager, Technical Services to ensure IT infrastructure remains operational by coordinating proactive incident resolution and leading a team of engineers and specialists. The role focuses on maintaining service levels, client satisfaction, and cross-functional leadership in a hybrid environment.

You will guide strategy execution, mentor staff, and collaborate with stakeholders to deliver reliable technology solutions and proactive client support across multiple domains.

Qualifications

• Bachelor's degree or equivalent in Business or IT; Master’s preferred.
• ITIL certification desirable.
• Advanced experience managing a technical team and SLAs.
• Strong client-facing and stakeholder management skills.

Responsibilities

• Contribute to strategy development and implement plans to meet revenue and expense targets.
• Set the standard for client satisfaction and help develop service policies and standards.
• Manage and coordinate initiatives to solve client problems.
• Assist with major incidents to ensure prompt resolution.
• Ensure client infrastructure is configured, installed, tested and operational.
• Develop feedback and problem-solving procedures for proactive incident management.
• Own efficiency, streamline procedures, and deliver customer excellence.
• Manage resource capacity to meet service level agreements.
• Participate in client reviews to manage SLAs and fulfillment.
• Provide operational plan input and execute the strategy.
• Offer business and technical consultation to clients when required.

Skills

Leadership

Client relations

Incident management

IT service management

Stakeholder management

Data analysis

Communication

Presentation

multitasking

Education

Bachelor's degree in Business or Information Technology

Master’s degree in IT or Business Administration (preferred)

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.

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.

Your day at NTT DATA

The Manager, Technical Services is a management role, responsible for providing a service to clients ensuring that their IT infrastructure and systems remain operational through coordinating the proactive identification and resolution of technical incidents and problems that will restore service to clients.

This role ensures zero missed service level agreement conditions and the achievement of client satisfaction through assisting with the planning, building and supporting of technology solutions.

The Manager, Technical Services focuses on ensuring all lines of support for complex incidents, requests, events and/or problems through the effective management and leadership of a team of Engineers and/or Specialists.

This role works closely with a variety of cross functions teams to ensure the highest level of client satisfaction and the successful continuance of business operations within the organization, operating within one or more lines of business.

This is a people management role responsible for providing guidance, mentorship, and fostering a collaborative and high-performing work environment.

Key responsibilities

• May contribute to strategy development and manages the implementation of strategy to achieve revenue and expense targets.
• Collaborates with internal stakeholders to set the standard for client satisfaction and assists with the development of client service policies, procedures and standards that will ensure the continued satisfaction of our clients.
• Manages and coordinates initiatives to solve client problems.
• Assists with complaint handling or any major incidents that require intervention and ensures the prompt resolution of these incidents.
• Ensures that assigned infrastructure at the client site is configured, installed, tested and operational.
• Ensures the identification and development of a feedback; complaints and problem-solving procedure for clients to use thereby ensuring proactive incident management at client sites.
• Takes full ownership for managing efficiency levels, streamlining procedures to deliver customer excellence.
• Manages resource capacity to achieve service level agreements.
• Participates in client reviews to proactively manage client service level requirements and fulfilment.
• Provides information for the operational plan and works with internal stakeholders to execute the strategy.
• Provides business advice and technical consultation to clients when required.

To thrive in this role, you need to have

• Advanced business and commercial orientation and with a supporting interest in technology.
• Advanced knowledge of technical services, IT service management, and related technologies.
• Ability to stay up to date with industry trends, emerging technologies, and best practices.
• Advanced knowledge of technical services concepts, IT service management (ITSM) practices, and industry best practices.
• Advanced 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.
• Advanced management qualities, including the ability to inspire and mentor a team.
• 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 multi-task, set priorities and meet deadlines.
• Advanced knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
• Ability to work collaboratively with cross-functional teams and stakeholders.

Academic qualifications and certifications

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

Required experience

• Advanced level of relevant experience in similar role within a related global technology environment.
• Advanced previous experience operationally managing a technical team.
• Advanced level of experience dealing with clients and managing service levels.
• Advanced stakeholder engagement experience at all levels in the organization.

Workplace type

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation.

We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.

Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future.

As a Global Top Employer, we have experts in more than 70 countries.

We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.

NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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. Join our growing global team and accelerate your career with us.