Client Services Operations Manager

Ntt Data, Inc.; Durban; On-site; ZAR 700 000 - 1 200 000; Full time

Job summary

A leading technology services company is seeking a Client Services Operations Manager in Durban, KwaZulu-Natal. The role involves managing service delivery, ensuring client satisfaction, and implementing operational strategies. Ideal candidates should have at least 8 years of experience in service delivery and exceptional leadership and communication skills. This position requires strong analytical skills compliant with ITIL practices and a commitment to enhancing client relationships and operational efficiency.

Qualifications

• 8 years of experience in service delivery within a large technology services environment.
• Expertise in managed services and service delivery environment.
• Solid management and leadership experience.

Responsibilities

• Manage all aspects of service delivery and execution of service plans.
• Ensure compliance with governance and service delivery contracts.
• Analyze operational records and establish financial targets.

Skills

Customer service focus

Excellent communication skills

Analytical skills

Leadership experience

ITIL knowledge

Education

Information Technology Certificate or equivalent

ITIL foundation certification

Job description

Client Services Operations Manager – NTT DATA, Inc.

Join to apply for the Client Services Operations Manager role at NTT DATA, Inc. Get AI‑powered advice on this job and more exclusive features. 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 Client Services Operations Manager works closely with colleagues from all Services divisions to manage all aspects of service delivery into the various service delivery contracts within their client(s) and ensure the continued focus on the execution of the agreed service plans and initiatives. The role ensures the integrity of the services provided by the Dimension Data Group. The primary responsibility is to plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery. These individuals contribute to the definition and management of the Services Delivery strategy and its execution, holding subject‑matter knowledge spanning Infrastructure and/or Application aligned to the Dimension Data Group Go‑To‑Market Practices.

Enterprise IT Governance

Reviews current and proposed information systems for compliance with the organisation's obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy. Provides specialist advice to those accountable for governance to correct compliance issues.

Service Level Management

• Ensures that service delivery meets agreed service levels.
• Creates and maintains a catalogue of available services.
• In consultation with the client negotiates service level requirements and agrees service levels.
• Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.
• Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Relationship Management

• Implements stakeholder engagement/communications plan.
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.
• Collects and uses feedback from Clients and stakeholders to help measure effectiveness of stakeholder management.
• Helps develop and enhance Client and stakeholder relationships.

Client Service Support

• Responsible for day‑to‑day management, resource planning and work allocation to meet agreed service levels.
• Specifies, agrees and applies standards.
• Ensures tracking and monitoring of performance of service delivery through all channels (human, digital, self‑service, automated) is carried out; metrics and reports are analysed and issues are resolved.
• Drafts and maintains policy, standards and procedures for the Client service or service desk functions.
• Ensures that the catalogue of requestable and supported services is complete and current.

Work Outputs

Manage the Service Delivery Process

The Client Service Operations Manager assists in defining, developing and communicating the service delivery operations process and procedures, contributing to the identification of opportunities for optimal efficiency and driving continual improvements into the delivery process and procedure.

Manage Strategy Implementation

Provides input into the development of the tactical strategy and develops and implements a supporting operational strategy. Recommends best practice for deployment and ongoing operations management and technical support for service contracts. Understands and interprets business climate and advises the business on the application to improve company competitiveness. Works with other Dimension Data service divisions to build best‑practice services for our clients, takes responsibility for the management of services for strategic business change and ensures that services are aligned to the client's business requirements.

Transition of Service Contracts

Works with the Transition Management teams to transition service contracts into the Dimension Data operation, ensuring that the right skills are deployed and that all standards, processes, policies and work instructions as determined by the global services organisation are adhered to.

Set Financial Targets

Analyzes operational records, trends and costs related to estimated and realised revenues to project future revenues and expenses. Establishes financial targets for individuals and teams and identifies opportunities to minimise cost or increase sales/revenue.

Manage Stakeholder Relationships

Develops and maintains productive working relationships with peers and organisational role players to achieve optimal cross‑process integration.

Ensure Client Satisfaction

The role balances the needs of the client with the strategic direction of Dimension Data, acting as a bridge between clients and the technical organisation, providing sound consulting services and recommendations based on client needs, current information and trends. Reviews, analyses and recommends improvement opportunities in each service lifecycle phase. Acts as the point of escalation for delivery teams for client satisfaction issues, works with relevant service teams to resolve core issues, and monitors client satisfaction and contractual compliance.

Ensure Operational Efficiency

Ensures the development, alignment and implementation of end‑to‑end processes, leading to operational, process, quality, standard and service optimisation. Assists in the timely identification and solving of operational problems, implements governance, compliance procedures and processes effectively to manage risks and expose liabilities, manages cost improvement objectives and communicates shortfalls, and ensures accurate and timely reporting and related insights in respect of key performance metrics and recommendations to improve operational efficiency. Develops and maintains operational procedural manuals, including preparing and distributing appropriate updates. Implements people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas.

Work Experience Required

• 8 years experience in service delivery within a large‑scale technology services environment across a range of services including outsourced services.
• Extensive experience in managed services and service delivery environment including technical and service management exposure.
• Track record of effective workshop facilitation and interviewing skills.
• Solid management and leadership experience.
• Possess working knowledge of ITIL with preference to executing in the environment.
• Demonstrate a broad understanding of the vast range of IT operations and Dimension Data service offerings.
• Possess knowledge and understanding of IT industry environment and business needs.
• Possess a strong business and commercial orientation with a supporting interest in technology.
• Demonstrate skills in persuasion and influencing management, staff, suppliers, clients and vendors.
• Possess excellent presentation and communications skills and comfort with communicating solutions to clients at a business and technical level.
• Demonstrate a strong client and quality orientation.
• Strong sense of urgency and accountability.
• Broad technical understanding of key Infrastructure and Security components.
• Seasoned work experience in Managed Services delivery within a large scale (preferably multi‑national) technology services environment.
• Seasoned experience gained in a service delivery environment including technical and service management exposure.
• Seasoned experience in managing customer escalation situations and objection handling.
• Seasoned Managed Services operations experience.

Academic Qualifications and Certifications

• Information Technology Certificate or equivalent in Information Technology or Business Administration or related.
• ITIL foundation certification.

Key Responsibilities

• Dashboards all key metrics and manages the about to be breached situations.
• Ensures that services meet the stated service level agreement (SLA) levels.
• Ensures 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.

Knowledge and Attributes

• Excellent customer service focus.
• Excellent communication skills and ability to prepare structured, and relevant communications to operations leaders.
• Excellent organisational 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.
• Seasoned ability to quickly become proficient in delivery processes and related systems.
• Excellent ability to analyse, 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 pressurised environment and adapt to changing circumstances.

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 500. 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 centres and application services. Our consulting and industry solutions help organisations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centres 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.

Recruitment Safety

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. If you suspect any fraudulent activity, contact us.

Location

Durban, KwaZulu‑Natal, South Africa

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