Senior Managed Services Operations Specialist

NTT DATA, Inc.; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

NTT DATA is looking for a Senior Managed Services Operations Specialist to lead and coordinate operational activities across service delivery teams. You will ensure complex services are delivered efficiently, meeting client SLAs and cost-effective, client-centric outcomes.

As an advanced subject matter expert, you will monitor metrics, manage escalations, and drive continuous service improvements while collaborating across cultures and teams in a fast-paced environment.

Qualifications

• Advanced work experience in Managed Services delivery within a large-scale technology services environment.
• Experience in managing customer escalation situations and objection handling.
• Experience in service management and delivery improvement initiatives.

Responsibilities

• Manages the shift roster and ensures operations metrics are monitored.
• Manages in-shift escalations from clients and ensures timely resolution.
• Ensures service level agreements (SLA) are met and aligned with client expectations.
• Develops and implements improvement plans to boost service delivery efficiency.
• Provides input to Operations Managers and Service Managers during client reviews.

Skills

Customer service

Communication

Organizational skills

Problem solving

Delivery processes

Cross-cultural collaboration

Pressure management

Education

Bachelor's degree in Information Technology or Computing

ITIL certification desirable

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 Senior Managed Services Operations Specialist is an advanced subject matter expert, responsible for working closely with internal service delivery teams to plan, coordinate and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery. The main responsibility of the Senior Managed Services Operations Specialist is to ensure that complex services are delivered effectively and efficiently by carrying out routine operational tasks and ensuring the implementation of a services model that meets business needs for clients.

Key responsibilities

• Manages the shift roster and ensures all operations metrics are monitored.
• Ensures shift handover processes are adhered to and managed.
• Manages in shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Ensures that services are meet the stated service level agreement (SLA) levels.
• Ensure that the operational deliverables enable cost effective, client centric delivery that meets SLAs
• Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
• Balances the needs of the client with the strategic direction of the organization.
• Understands the core issues affecting the client and works with the relevant service teams to resolve.
• Identifies needs, risks and issues and proposes appropriate solutions and courses of action.
• Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).
• Performs any other advanced operational tasks as required by leadership.

To thrive in this role, you need to have

• Excellent customer service focus.
• Excellent communication skills and ability to prepare structured, and relevant communications to operations leaders.
• Excellent organizational skills with the ability to work in a fast paced and deadline driven environment.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Advanced ability to quickly become proficient in delivery processes and related systems.
• Excellent ability to analyze, design and improve operations processes.
• Excellent focus on business outcomes.
• Ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic qualifications and certifications

• Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
• ITIL certification is desirable.

Required experience

• Advanced demonstrated work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment.
• Advanced demonstrated experience gained in a Managed Services delivery environment including technical and service management exposure.
• Advanced demonstrated experience in managing customer escalation situations and objection handling.
• Advanced demonstrated Managed Services operations experience.

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