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 (required). ITIL Intermediate / Managing Professional (advantageous). Service Management, Project Management or Operational Governance certifications advantageous. Required Experience Minimum 8-10 years' experience in Managed Services, IT Operations or Service Delivery environments. Proven experience managing enterprise-scale client environments in the Financial Services industry. Demonstrated experience managing multi-technology operational teams. Experience running service governance, operational reviews, service improvement programs and client escalations. Experience in Backup, Disaster Recovery, Continuity Management and Operational Resilience. Experience managing Security Operations, Infrastructure Operations and End User Services. Experience driving operational recovery plans, backlog reduction initiatives and SLA improvement programs. Experience engaging with senior client stakeholders, executives and third-party vendors. Demonstrated success in client retention, service improvement and operational transformation initiatives. Workplace type: On-site Working About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D. Equal Opportunity Employer NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today. Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us. Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!

Technical Operations Manager.

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