What are the responsibilities and job description for the Manager, Technical Services position at NTT America, Inc.?
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 Manager, Technical Services is a management role, responsible for providing a service to clients ensuring that their DC In-rack infrastructure and systems remain operational through coordinating the proactive identification and resolution of technical incidents and problems that will restore service to clients. This role ensures zero missed service level agreement conditions and the achievement of client satisfaction through assisting with the planning, building and supporting of technology solutions. The Manager, Technical Services focuses on ensuring all lines of support for complex incidents, requests, events and/or problems through the effective management and leadership of a team of Engineers and/or Specialists. This role works closely with a variety of cross functions teams to ensure the highest level of client satisfaction and the successful continuance of business operations within the organization, operating within one or more lines of business. This is a people management role responsible for providing guidance, mentorship, and fostering a collaborative and high-performing work environment. Key Responsibilities: Delivers on IMAC-D's, Field Support for break-fix scenarios and project based activities within a Data Centre. May contribute to strategy development and manages the implementation of strategy to achieve revenue and expense targets. Collaborates with internal stakeholders to set the standard for client satisfaction and assists with the development of client service policies, procedures and standards that will ensure the continued satisfaction of our clients. Manages and coordinates initiatives to solve client problems. Assists with complaint handling or any major incidents that require intervention and ensures the prompt resolution of these incidents. Ensures that assigned infrastructure at the client site is configured, installed, tested and operational. Ensures the identification and development of a feedback; complaints and problem-solving procedure for clients to use thereby ensuring proactive incident management at client sites. Takes full ownership for managing efficiency levels, streamlining procedures to deliver customer excellence. Manages resource capacity to achieve service level agreements. Participates in client reviews to proactively manage client service level requirements and fulfilment. Provides information for the operational plan and works with internal stakeholders to execute the strategy. Provides business advice and technical consultation to clients when required. Knowledge and Attributes: Advanced business and commercial orientation and with a supporting interest in technology. Advanced knowledge of technical services, IT service management, and related technologies. Ability to stay up to date with industry trends, emerging technologies, and best practices. Advanced knowledge of technical services concepts, IT service management (ITSM) practices, and industry best practices. Advanced understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration. Excellent client-facing and communication skills, with the ability to build and maintain strong client relationships. Advanced management qualities, including the ability to inspire and mentor a team. Ability to facilitate presentation of technical and complex matters to a diverse audience. Ability to analyze data and produce reports on issues and recommend resolutions. Ability to multi-task, set priorities and meet deadlines. Advanced knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable. Ability to work collaboratively with cross-functional teams and stakeholders. Academic Qualifications and Certifications: Bachelor's degree or equivalent in Business or Information Technology or related field. ITIL certification is desirable. Required experience: DC Field Operations experience with field dispatch critical. Advanced level of relevant experience in similar role within a related global technology environment. Advanced previous experience operationally managing a technical team. Excellent document and process writing skills with a bias towards solving problems through process definitions. Advanced level of experience dealing with clients and managing service levels. Advanced stakeholder engagement experience at all levels in the organization. Workplace type: Hybrid Working About NTT DATA NTT 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 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. 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!
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