Pharma Operations Manager – Gmp Manufacturing & Compliance

Greys Recruitment; South Africa; Presencial; ZAR 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

NTT DATA is recruiting a Technical Operations Manager in South Africa to oversee managed services across client environments. You will proactively monitor, investigate, and resolve escalated incidents to ensure service restoration in line with SLAs and OLAs.

The role focuses on driving operational excellence, governance, and strategic service improvements across multiple technology domains. You will lead cross-functional teams, coordinate resources, and communicate effectively with clients and

Responsabilidades

• Own end-to-end operational service delivery across accounts, ensuring contracted services meet SLAs, OLAs and obligations.
• Act as the primary operational lead for day-to-day client engagements, governance forums, and escalation management.
• Drive operational excellence across multiple technology towers: Infrastructure, Security, Backup, End User Computing, Cloud, Network, Collaboration and Managed Services.
• Manage operational risks, issues, service degradation, major incidents and client escalations with timely remediation and executive updates.
• Coordinate and govern service delivery teams, ensuring accountability and timely resolution of incidents, requests and changes.
• Maintain oversight of backlogs, ageing incidents, SLA performance, ticket quality and service improvement initiatives.
• Ensure regular, meaningful client updates on incidents, requests, projects, risks and activities.
• Participate in client strategy and transformation discussions to align operations with business outcomes.
• Own service reporting, trend analysis and recovery plans where delivery challenges or SLA risks are identified.
• Coordinate internal and external resources to deliver operational and project-related activities impacting the customer environment.
• Govern Backups and Disaster recovery planning.

Descripción del empleo

NTT DATA

**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 Technical Operations Managers is a management role, responsible for ensuring managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational.
This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients to ensure compliance to the agreed service level agreement.
The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client and assists with the planning, building and supporting of delivering managed services to meet business objectives.

Key Responsibilities

• Own end-to-end operational service delivery across the accounts, ensuring all contracted services are delivered in accordance with agreed SLAs, OLAs, contractual obligations and client expectations.
• Act as the primary operational lead for all day-to-day client engagements, operational reviews, service review meetings, governance forums, and escalation management activities.
• Drive operational excellence across multiple technology towers, including Infrastructure, Security, Backup, End User Computing, Cloud, Network, Collaboration and Managed Services.
• Manage operational risks, issues, service degradation, major incidents and client escalations, ensuring timely remediation and executive communication
• Coordinate and govern service delivery teams, ensuring accountability, timely resolution of incidents, requests, problems and change activities.
• Maintain oversight of operational backlogs, ageing incidents, SLA performance, ticket quality, client communications and service improvement initiatives.
• Ensure clients receive regular, meaningful updates on incidents, service requests, projects, risks and operational activities.
• Participate in client strategy, service model, transformation and service improvement discussions to ensure operational alignment with business outcomes.
• Own service reporting, trend analysis, operational reviews and the development of recovery plans where delivery challenges or SLA risks are identified.
• Coordinate internal and external technical resources to ensure successful delivery of operational and project-related activities impacting the customer environment.
• Govern Backup, Disaster