Service Operations Manager at NTT Ltd.

Your day at NTT DATA

• The Manager, Managed Services Operations is a management role, responsible for operating within a Region/Country or Services function and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within the organization.
• This role ensures managed service is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational.
• 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.
• The Service Operations Manager is responsible for the end-to-end operational delivery and technical management of Managed Network Services (MNS), ensuring that services are delivered in line with contractual obligations, SLAs, and operational governance standards.
• This role acts as the operational leader, ensuring seamless coordination across technical teams, service management functions, and client stakeholders. Strong network management experience is mandatory.

Key responsibilities:

• Plan, schedule, and coordinate cross-functional support teams to deliver services in line with contractual requirements
• Provide technical leadership and ensure high-quality service delivery outcomes

Service Management & ITIL Execution

• Oversee execution of ITIL processes across:
• Incident Management
• Problem Management
• Change Management (CAB / ECAB participation)
• Service Request Management
• Availability & Capacity Management

Incident & Escalation Management

• Manage functional and hierarchical escalations across operational and technical teams, act as a senior escalation point for major incidents, and ensure effective resolution in line with SLA requirements
• Ensure operational excellence in incident management, including Major (P1) incidents, by coordinating 24x7x365 support teams, driving root cause analysis, and ensuring timely resolution

Reporting & Governance

• Compile and distribute operational reports (daily, weekly, monthly)
• Ensure accurate reporting across:
• Incident and request management
• SLA performance and breaches
• Risks and issues
• Service improvement initiatives
• Drive preparation and contribution to:
• Monthly Service Review reports
• Operational dashboards
• Client governance forums

Client & Stakeholder Engagement

• Engage with client stakeholders on operational and technical matters, ensuring clear and consistent communication on service performance, risks, and improvements
• Support the Client Delivery Manager in maintaining strong client relationships

Service Operations & Delivery Oversight

• Responsible for the day-to-day running of the Managed Services Operations team in line with business performance expectations
• Responsible for resource planning and work allocation to meet agreed service levels
• Ensure tracking and monitoring of service delivery performance across all channels, with analysis of metrics and resolution of identified issues

Capacity & Performance Management

• Analyze network traffic, tunnel utilisation, and forecast growth (e.g. branch and ATM expansion), recommending scaling strategies
• Monitor latency, packet loss, and utilisation thresholds proactively

Vendor & Operational Alignment

• Manage vendor and carrier relationships
• Work with client delivery teams to evaluate regional client reviews and ensure proactive incident management at client sites

Documentation & Knowledge Management

• Maintain accurate and up-to-date service documentation, including client requirements, scope of deliverables, operational procedures, and technology repositories

Continuous Service Improvement (CSI)

• Identify trends in incidents, problems, and service performance
• Drive continuous service improvement initiatives (CSI / SIP), including feeding priorities into automation
• Recommend improvements to processes, tools, and operating models

Team Capability

• Review and support training requirements for service operations teams
• Operational Cadence Management

Daily

• Monitor incidents, service requests, and operational performance
• Ensure timely escalation and resolution of service issues

Weekly

• Plan and conduct operational meetings
• Review service performance, incidents, and open risks

Monthly

• Compile operational reports and service reviews
• Review SLA performance, service delivery metrics, and improvement actions
• Update risk registers and service improvement plans

Quarterly / Annual

• Support disaster recovery testing and reporting cycles
• Contribute to strategic service improvement initiatives

To thrive in this role, you need to have:

Leadership & Behavioural

• Strong leadership and team management skills, with the ability to coordinate across distributed teams
• Excellent communication skills (verbal and written) with the ability to collaborate with internal stakeholders and external clients
• Strong stakeholder management capability and client-centric focus
• High level of accountability and ownership
• Ability to guide the team through transformational objectives set by the business
• Ability to work effectively across different cultures and social groups

Delivery & Execution

• Excellent organizational, time management, prioritization, and delegation abilities
• Strong focus on business outcomes and delivery excellence
• Ability to work effectively in high-pressure environments and adapt to changing circumstances
• Detail-oriented with strong execution focus
• Proactive risk identification and mitigation capability
• Data-driven decision-making approach

Technical & Functional

• Strong understanding of ITIL service management practices
• Experience managing large-scale managed services environments (LAN, WAN, WLAN, SD-WAN preferred)
• Strong operational governance and reporting capability

Financial & Commercial Awareness

• Advanced understanding of budgets and cost management

Academic qualifications and certifications:

• ITIL Foundation
• ITIL Intermediate / ITIL 4 Managing Professional (advantageous)
• Bachelor’s degree or equivalent degree in one of the following or equivalent experience (advantageous)
• Information Technology
• Computer Science
• Network Engineering
• Information Systems

Optional but beneficial:

• Postgraduate qualification (e.g. Honours / Diploma) in IT, Business, or Management
• Business or leadership-related qualification
• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP Enterprise)
• Cisco SD-WAN / Wireless specialisations

Required experience:

• Proven experience in a Service Operations or IT Operations Management role
• Experience managing enterprise managed services environments (MNS or similar)
• Experience working within ITIL-based service environments

Service Management & Delivery

• Demonstrated experience managing:
• Incident and Major Incident processes
• SLA and service performance reporting
• Operational governance and client engagement
• Experience managing cross-functional technical teams

Technical Domain Expertise

• Advanced experience in domain towers such as end-to-end LAN, SD-WAN, and Wireless infrastructure management within a corporate banking environment
• Strong understanding of LAN, SD-WAN, and Wireless architecture, including deployment, configuration, and monitoring
• Experience working with technologies and platforms such as:
• Cisco vManage
• Cisco Catalyst Centre
• NetScout
• Cisco ISE
• Network, Collaboration/Customer Experience, Cloud, Security, and Data Center domains
• Experience managing operational issues such as tunnel capacity, link stability, and device visibility across network environments

Operational & Vendor Management

• Strong vendor and carrier management experience
• Experience coordinating with architecture, delivery, and client teams to align on service and network strategy
• Experience producing dashboards, SOPs, and performance reports for operational and executive stakeholders

Leadership & Transformation

• Advanced experience coaching and mentoring engineering teams within an IT services environment
• Demonstrated experience implementing continual service improvement initiatives (through automation and process enhancements)
• Experience in organizational change management and service transformation initiatives