Team Lead

NTT Limited; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

NTT DATA in Mumbai is seeking an entry-level management professional for the Team Lead, Support Services role to ensure delivery of client support and drive continuous improvement across the service portfolio. You will work with cross-functional teams to optimize delivery, align with sales, and uphold service excellence for our clients.

The position emphasizes ITSM best practices, ITIL familiarity, and the ability to mentor a team while managing multiple priorities in a fast-paced environment.

Qualifications

• Bachelor's degree in Information Technology or Business Administration or related field.
• ITIL certification highly desirable.
• Experience in managing IT services teams in large organizations preferred.
• Knowledge of ITSM practices and IT service delivery.

Responsibilities

• Contributes to the financial performance of support services, including growth, delivery profitability and technology innovation.
• Oversees the execution of the specific, actionable, and measurable support services goals across the team.
• Gives input on the delivery of the roadmap development of support services service/product offers to be taken to market.
• Gives input on the support services service/product value propositions ensuring that it is easily understood.
• Works with management to create strong interlocks between sales force teams and support services delivery.
• Ensures standards are set for client satisfaction and ensures the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of NTT clients.
• Ensures a culture of continuous improvement within the team, implementing best practices and driving process enhancements.
• Continuously assesses and optimises service delivery processes, tools, and methodologies to enhance service quality.
• Participates in the development and execution of new delivery methodologies and ensures alignment to best practice.
• Contributes to the preparation of bids and proposals to clients and remains up to date with deals in the pipeline to ensure a smooth transition from sales to delivery.
• Contributes to service delivery excellence, identifying new business opportunities where applicable.
• Learns to the skills to manage and develop the team within remit to ensure achievement of team and individual objectives.
• Collaborates with vendors and partners to ensure seamless integration of third-party services within the support services environment.
• Generates regular service performance reports, analyzing key metrics and trends, and providing insights to improve service delivery.

Skills

Client communication

Team leadership basics

IT service management

ITIL practices

Industry trend awareness

Education

Bachelor's degree in Information Technology or Business Administration

ITIL certification

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.

Your day at NTT DATA The Team Lead, Support Services is an entry level management role responsible for ensuring the delivery of support services to clients. This role is responsible for ensuring the efficient operation, optimization, and continuous improvement of less complex support services. The Team Lead, Support Services manages and deploys targeted support services programs to help accelerate sales, client engagement and service delivery and collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.

Key responsibilities

• Contributes to the financial performance of support services within a Region/Country or Services Division, including growth, delivery profitability and technology innovation.
• Oversees the execution of the specific, actionable, and measurable support services goals across the team.
• Gives input on the delivery of the roadmap development of support services service/product offers to be taken to market.
• Gives input on the support services service/product value propositions ensuring that it is easily understood.
• Works with management to create strong interlocks between sales force teams and support services delivery.
• Ensures standards are set for client satisfaction and ensures the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of NTT clients.
• Ensures a culture of continuous improvement within the team, implementing best practices and driving process enhancements.
• Continuously assesses and optimises service delivery processes, tools, and methodologies to enhance service quality.
• Participates in the development and execution of new delivery methodologies and ensures alignment to best practice.
• Contributes to the preparation of bids and proposals to clients and remains up to date with deals in the pipeline to ensure a smooth transition from sales to delivery.
• Contributes to service delivery excellence, identifying new business opportunities where applicable.
• Learns to the skills to manage and develop the team within remit to ensure achievement of team and individual objectives.
• Collaborates with vendors and partners to ensure seamless integration of third-party services within the support services environment.
• Generates regular service performance reports, analyzing key metrics and trends, and providing insights to improve service delivery.

To thrive in this role, you need to have

• Business and commercial orientation and with a supporting interest in technology.
• Knowledge of support services, IT service management, and related technologies.
• Ability to stay up to date with industry trends, emerging technologies, and best practices.
• Knowledge of support services concepts, IT service management (ITSM) practices, and industry best practices.
• Understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
• Good client-facing and communication skills, with the ability to build and maintain strong client relationships.
• Good interpersonal and verbal and written communication skills.
• Entry level management skills, learning the skills to inspire and mentor a team.
• Good collaboration skills and are able to interact professionally.
• Ability to multi-task, set priorities and meet deadlines.
• Knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.

Academic qualifications and certifications

• Bachelor’s degree or equivalent in Information Technology or Business Administration or related.
• ITIL certification.

Required experience

• Demonstrated experience in managing an information technology services team, preferably within a global matrixed organization.
• Demonstrated experience in a large-scale organization.
• Demonstrated experience working with vendors and/or service providers.
• Demonstrated experience working in a team-oriented, collaborative environment.
• Demonstrated experience in a support services role within an information technology services environment.

Workplace type

On-site 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.

Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!