Store Operations & Growth Manager

P&L; South Africa; On-site; ZAR 700,000 - 1,200,000; Full time

Job summary

NTT DATA is seeking a Technical Operations Manager to ensure managed services for clients, maintaining IT infrastructure and systems to stay operational. You will proactively manage incidents, escalations, and problems to restore services and meet SLAs, OLAs, and contractual obligations.

You will own end-to-end service delivery, lead client engagements, drive operational excellence across multiple towers, and coordinate resources for delivery while ensuring governance, risk, and recovery

Qualifications

• Bachelor's degree in IT/CS/Engineering or related field.
• ITIL Foundation Certification.
• Strong stakeholder relationship and communication skills.

Responsibilities

• Own end-to-end operational service delivery across accounts, ensuring SLAs and client expectations are met.
• Lead day-to-day client engagements, governance forums, and escalation management.
• Drive excellence across technology towers: Infrastructure, Security, Cloud, Network, and Managed Services.
• Manage risks, incidents, and service degradations with timely remediation.
• Coordinate teams and resources to deliver projects and operational activities.
• Provide executive reporting and insights to stakeholders.

Skills

Service delivery

Operational management

Stakeholder management

ITIL

Governance

Incident management

Education

Bachelor's Degree in Information Technology, Computer Science, Engineering or related field

ITIL Foundation Certification

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.
**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 Recovery, Business Continuity and Recovery Testing activities, ensuring operational readiness and contractual compliance.
+ Act as the operational owner for service continuity, backup governance, recovery processes and infrastructure resilience initiatives.
+ Ensure operational compliance with security, audit, access management and governance requirements across client environments.
+ Drive continual service improvement initiatives, process optimisation, automation and operational efficiencies to improve service quality and client satisfaction.
+ Lead, mentor and develop operational resources while fostering a culture of accountability, ownership, client centricity and service excellence.
+ Provide executive-level operational feedback, reporting and recommendations to client stakeholders and NTT DATA leadership teams.
+ Ensure operational readiness for audits, service reviews, DR exercises, continuity testing and governance assessments.
+ Coordinate third-party vendors and internal support teams to ensure successful service restoration, delivery and platform stability.
**Knowledge and Attributes**
+ Strong service delivery and operational management expertise.
+ Excellent stakeholder and client relationship management skills.
+ Strong understanding of Managed Services governance, ITIL and operational frameworks.
+ Strong commercial awareness and understanding of service contracts and delivery obligations.
+ Proven ability to manage client escalations and critical operational incidents.
+ Strong analytical and reporting capabilities.
+ Excellent communication, presentation and executive engagement skills.
+ Strong people leadership, coaching and mentoring abilities.
+ Ability to operate effectively across multiple technology domains and service towers.
+ Strong focus on operational excellence, client satisfaction and continual service improvement.
**Academic Qualifications and Certifications**
+ Bachelor's Degree in Information Technology, Computer Science, Engineering or related field.
+ ITIL Foundation Certification