Senior Operations & Service Delivery Lead

Cf & I Consulting; Durban; On-site; ZAR 600,000 - 900,000; Full time

Job summary

NTT DATA is seeking a Senior Associate Technical Operations Specialist to support planning, coordinating and monitoring operational activities and processes. You will help deliver on approved plans and improve service delivery for clients at an on-site workplace in Durban.

The role focuses on ensuring services are delivered efficiently, developing improvement plans, and balancing client needs with NTT DATA's strategic direction.

Qualifications

• Qualification in Information Technology or Business Administration or related field required.
• ITIL foundation certification required.
• CCNA Advantageous.
• Working Technical Network Knowledge.
• Security related certification or worked experience in a security role.
• 3-5 years worked experience in the same or similar role.

Responsibilities

• Supports with the management of the shift roster and ensuring that all operations metrics are monitored.
• Supports with ensuring that shift handover processes are adhered to and managed.
• Supports with the management of shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Contributes to ensuring that services are 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 NTT.
• Understands the core issues affecting the client and works with the relevant service teams to resolve.
• Helps to identify the needs, risks and issues and proposes appropriate solutions and courses of action.
• Performs any other advanced operational tasks as required by leadership.

Skills

Customer service

Communication skills

Organizational skills

Problem solving

Delivery process knowledge

Cross-cultural collaboration

Education

IT or business administration degree

ITIL Foundation

CCNA (advantageous)

Security awareness

Tools

Networking fundamentals

Job description

NTT DATA is seeking a Senior Associate Technical Operations Specialist to support planning, coordinating and monitoring operational activities and processes. You will help deliver on approved plans and improve service delivery for clients at an on-site workplace in Durban.

The role focuses on ensuring services are delivered efficiently, developing improvement plans, and balancing client needs with NTT DATA's strategic direction.