MS Management

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

Oversees the coordination of customer service and support activities which may include the delivery of pre- and post-sales services, customer care and retention, installation, technical support, repair, and maintenance of organization’s products.

Working at NTT

The role of Managed Services Management works closely with a variety of internal stakeholders to ensure the highest level of client satisfaction and the successful continuance of business operations within NTT. This role ensures that services are delivered effectively and efficiently by carrying out routine operational tasks and ensuring the implementation of a services model that meets business needs for the relevant clients.

This is a people management role, responsible for the day to day operations of a team(s). They coach, mentor, develop and motivate the team(s) to succeed in their roles and achieve organisational goals and objectives.

Key Role and Responsibilities:

• Provide help and advice to clients using the NTT products and services
• Set the standard for client satisfaction and ensure the development and implementation of client service policies, procedures and standards that will ensure the continued satisfaction of NTT clients
• Engage with clients telephonically, via email or face-to-face and use the information gathered from these engagements to discuss possible improvements to client service with other managers within NTT
• Drive the profitability of all projects and operational services in relation to revenue targets and ensure the delivery of contractual obligations within budget and the agreed time for relevant projects and managed services
• Participate in the development and execution of new delivery methodologies and ensure alignment to best practice
• Contribute to the preparation of bids and proposals to clients and remain up to date with deals in the pipeline to ensure a smooth transition from sales to delivery
• Investigate and solve client problems which have been escalated by more junior employees
• Assist with complaint handling or any major incidents that require intervention and ensure the prompt resolution of these incidents
• Ensure the identification and development of a feedback, complaints and problem-solving procedure for clients to use ensure proactive incident management at client sites
• Take responsibility for the analysis of statistics and other data to determine the level of client service provided
• Ensure the distribution of this information to the departments involved in ensuring the highest level of client service is provided
• Keep accurate records of discussions and correspondence with clients as well as keeping record and statistics with regards to operational information, network infrastructure, user location, hardware and software, data media and data violations
• Monitor the problem-solving process and ensure that the problem-solving register is in place and up to date
• Contribute to and ensure the maintenance of the information technology site plan
• Ensure that the quality of hardware installations complies with the required standards and ensure the initiation of plans to improve the quality of these installations when problems arise
• Ensure maximum up-time and the accurate and early response to client operational issues
• Ensure that the approved configurations are in place and provide system commissioning and implementation as well as hardware and software support
• Provide written information to clients in the form of operating procedures
• Ensure the effective and efficient allocation and utilisation of resources to projects and operational services
• Assist with the refinement of process and contribute to service delivery excellence, identifying new business opportunities where applicable
• Ensure the identification of user and employee training requirements
• Organise and present seminars, work sessions and advanced workshops on relevant information technology aspects
• Prepare, revise and submit reports to the relevant stakeholders and present these at the relevant forums
• Responsible for operational management of the team, creating and executing on plans and reporting on the team activities in the required forums

Knowledge, skills and attributes:

• Display excellent levels of client engagement and have strong organisational skills
• Effective leaders who have excellent interpersonal and verbal and written communication skills
• Display the required level of leadership and management skills to effectively manage the employees that report to them
• Excellent collaboration skills and are able to interact professionally
• Able to work in a team environment and contribute to their success
• Ability to facilitate presentation of technical and complex matters to a diverse audience
• Ability to analyse data and produce reports on issues and recommend resolutions
• Able to effectively interact with technical & non-technical people
• Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge
• Ability to coordinate team activities and operationally plan and manage deliverables
• Solid attention to detail
• Ability to work independently and operationally manage a team of direct reports
• Ability to handle multi-task, set priorities and meet deadlines

Academic Qualifications and Certifications:

• Bachelor’s or equivalent degree in Business Administration, Business Management, Commerce, or relevant
• Relevant certifications required

Experience required:

• Solid experience in a management and leadership
• Solid working experience in related environment
• Some experience in coaching and training facilitation
• Proven working experience in a large-scale organisation
• Demonstrated experience working with vendors and/or service providers
• Experience, judgment and drive to plan, make decisions and accomplish individual and team goals
• Experience working in a team-oriented, collaborative environment

Skills Summary

Communication, Contract Management, Financial Acumen, IT Service Management (ITSM), Managed Services Delivery, Operations Management, People Management, Profit and Loss (P&L) Management, Project Management, Sales Growth, Service Delivery

What will make you a good fit for the role?

Remote Type:

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

• Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

• Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.