Manager, Managed Services Operations

Job Description

Make an impact with NTT DATAJoin 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 its a place where you can grow, belong and thrive.Your day at NTT DATAThe Manager, Managed Services Operations operates within a Region/Country or Services Division and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within NTT. This role ensures managed service is provided to all clients, thereby ensuring 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. Their primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client. This role assists with the planning, building and supporting of delivering managed services to meet business objectives.DescriptionWhat youll be doingThe SAP Application Managed Services (AMS) Operations Manager / Squad Lead operates as part of the AMS delivery team and is accountable for service delivery of an AMS Squad in the provision of the highest level of client satisfaction and the successful continuance of business operations within NTT DATA. They assist with the planning, building and support of delivering remote managed services and work with global, regional and local teams to meet business objectives.Stakeholder Engagement Internal: Engage with AMS consultants, other AMS Operations Managers, Application Delivery Managers, Talent Acquisition / AMS Resourcing, HR, Sales and other functions. External: Clients, vendors, strategic partners, SAP and 3rd party contractorsKey Roles And Responsibilities Service level managementEnsures that service delivery meets agreed service levels. Diagnoses service delivery problems and initiates actions to maintain and improve levels of service. Works closely with the Applications Delivery team to ensure that support offering is designed to meet agreed client commitments. Performance managementManages individuals and groups. Allocates responsibilities and/or packages of work, including supervisory responsibilities. Delegates responsibilities as appropriate. Sets performance targets, and monitors progress against agreed quality and performance criteria. Provides working relationships within the team and with those whom the team interacts with. Provides support and guidance as required, in line with individuals abilities. Advises individuals on career paths and encourages pro-active development of skills and capabilities and provides mentoring to support professional development. Provides input into formal processes such as compensation negotiations and disciplinary procedures. Right sizes team from a capacity and capability perspective in order to meet the requirements of the clients serviced by the squad. Conformance reviewConducts formal reviews of activities, processes, products or services. Collects, collates and examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences. Analyses evidence collated and drafts part or all formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment. Ensures that the delivery aligns to the governance and process as agreed with the client and the Client Services team. Customer service supportResponsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved.Relationship managementImplements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.Work Outputs Operations managementThe AMS Operations Manager is responsible for the day to day running of an AMS delivery squad(s) in line with the performance established by the business. They ensure maximum quality and the accurate and early response to client operational issues. These individuals run the AMS in alignment to the service management service operations (SMSO) process, delivering promised outcomes to our clients. They ensure that all client documents related to technology, operations manual, etc. are available in a central repository. Responsible for the working environment of the squad with focus on employee experience and creating a high-performance environment of learning, development and teamwork. Collaborate with other AMS Operations Managers around available capacity to ensure optimal resource utilization across AMS. Service delivery managementThey, along with the Applications Delivery team, create and maintain a comprehensive list of client requirements, scope of deliverables, technology and the delivery model. They take responsibility for resource planning and work allocation to meet agreed service levels. They track and monitor performance of all elements of the AMS Squad to drive the achievement of excellent service delivery levels. Service level managementThe AMS Operations Manager works with the relevant internal teams and stakeholders to establish and generate operational and business reports with keen focus on analytics that help meet or improve client service levels. This includes the perusal and review of client reviews and writing reports on the levels of client service provided. They identify opportunities for continuous service improvement. Where Service Levels are not achieved, the AMS Operations Manager is responsible for implementing corrective actions in order to achieve the committed SLA. Financial ManagementWorks closely with Finance to ensure that the squad is delivering at targeted Gross Profit. Actively seeks opportunities to reduce cost through automation, cost avoidance, right-sizing of team and careful resource planning. Actively seeks opportunities to maximize revenue by identifying opportunities in the clients serviced by the squad.Job Requirements Academic Qualifications and Certifications General Tertiary qualification Relevant SAP certification in one or more core SAP modules - Finance (FI), Logistics (MM/SD), Analytics (SAC) or Governance, Risk and Compliance (GRC). ITIL foundation certification Hands on experience and familiar of SAP methodologies in SAP modules - Finance (FI), Logistics (MM/SD), Analytics (SAC) or Governance, Risk and Compliance (GRC . In -depth knowledge of understanding of Sap applications architecture and infrastructure Experience in leading projects, developing and executing sap strategies. Experience in Functional SAP best practices and procedures Experience in Sap functional Upgrades and Conversions Strong understanding of change management process Required Experience : 12-14 years work experience At least 10 years experience in management of people, process and technology Relevant experience in Application Managed Services Good organisational and effective team leadership skills Required level of leadership and management experience to manage larger teams and collaborate and influence senior managers Understands budgets and cost management Strong management skills including effective time management, prioritisation and delegation of work Experience in coaching and mentoring teams on a daily basis Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)Workplace TypeHybrid WorkingAbout NTT DATANTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.Equal Opportunity Employer,

Keyskills :
SAPAMSITILChange ManagementBudget ManagementLeadershipCoachingMentoringService Improvement