Technical Operations Leader - IT Service Delivery

Greys Recruitment; South Africa; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

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

Responsibilities

• 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.

Job description

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