Managed Services Operations Lead

NTT Ltd.; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

NTT DATA seeks a Team Lead, Managed Services Operations to ensure managed services are delivered to clients and IT infrastructure remains operational. You will oversee escalation handling, drive service delivery, and collaborate with automation teams to optimize routines.

The role emphasizes coaching, cross-functional collaboration, and continuous improvement within a diverse, on-site environment in Johannesburg. A bachelor’s IT degree and ITIL are desirable.

Qualifications

• Bachelor’s degree in IT or Computing or related field.
• ITIL certification is desirable.
• Experience coaching and mentoring engineering teams in IT services.
• Experience implementing continual service improvement (automation, process enhancements).
• Experience in organizational change management (transformational).
• Experience in domains such as Network, Collaboration/Customer experience, Cloud, Security, Data Center.

Responsibilities

• Monitors work queues and supports highly technical tickets for clients.
• Works independently under general direction to resolve escalated incidents within SLA.
• Provides support to all escalated incidents.
• Shares knowledge and documents resolutions for broader team use.
• Acts as emergency support contact for critical issues.
• Ensures shift handover highlights escalated tickets and upcoming tasks.
• Escalates tickets to management with timely updates.
• Identifies and collaborates with automation teams to optimize tasks.
• Gathers information and uses diagnostic tools for complex environments.
• Applies procedures to resolve escalated tickets in client environments.
• Performs quality audits on processes and ticket updates.
• Drives service delivery and applies SMSO to managed services.
• Provides post-handover support and continuous service improvement.
• Implements training for direct reports.
• Engages with clients for routine operations.
• Measures and analyzes team delivery capabilities.

Skills

Leadership

Team management

Stakeholder comms

Budgeting

Time management

Client focus

Transformational focus

Cross-cultural collaboration

Education

Bachelor’s degree in IT/Computing or related field

Job description

NTT DATA seeks a Team Lead, Managed Services Operations to ensure managed services are delivered to clients and IT infrastructure remains operational. You will oversee escalation handling, drive service delivery, and collaborate with automation teams to optimize routines.

The role emphasizes coaching, cross-functional collaboration, and continuous improvement within a diverse, on-site environment in Johannesburg. A bachelor’s IT degree and ITIL are desirable.