We are currently looking for a “Service Operations Specialist” who will join our Managed Service organization within NTT.

The Operations Specialist works closely with the Managed Services Delivery teams to ensure the operational enablement and readiness of all Managed Services offerings and capabilities. The main responsibility of the Operations Specialist is to ensure that these services are delivered effectively and efficiently towards our clients by fulfilling user requests, resolving service failures, fixing problems and carrying out routine operational tasks.

Job Description

Contribute to the service delivery process

The Operations Specialist contributes to defining, developing and documenting the service delivery operations processes and procedures as required by the various projects they will be assigned to. The employee will identify and document the system and tool requirements for optimal operations of the relevant offerings or capabilities. They contribute to the identification of opportunities for optimal efficiency and ensure continual improvements into the delivery process and procedure.

Implement and execute strategy

The Operations Specialist contributes to the tactical strategy and executes a supporting operational strategy. These individuals will recommend best practice for the deployment and ongoing operations management and technical support for service contracts. They understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness. They will work with other NTT service units to build best practice services for our clients. They ensure that services are aligned to the client’s business requirements. They will contribute to the development and implementation of a service management and delivery strategy for the services business.

Transition service contracts

Working with the Transition Management teams this role is part of the transition of service contracts into the operation. In collaboration with the Client Delivery Manager, they ensure that the right skills are deployed and adherence to all standards, processes, policies and work instructions as determined by global services organisation.

Achieve operational deliverables

The Operations Specialist needs to ensure that the operational deliverables enable cost effective, client centric delivery that meets the service level agreements. They will monitor the operational effectiveness of support services and develop and implement the required improvement plans. They ensure the provision of accurate and timeous reporting and related insights in respect of key performance metrics and recommendations to improve operational efficiency. He/she develops and maintains operational procedural manuals, including preparing and distributing of appropriate updates. They implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas.

Ensure client satisfaction

The Operations Specialist is able to balance the needs of the client with the strategic direction of NTT. They act as a bridge between the clients and the technical organisation providing sound consulting services and recommendations based on customer and client needs, current information and trends. In so doing, they review, analyse and make recommendations on improvement opportunities in each service lifecycle phase.

This role will act as the point of escalation for delivery teams for client satisfaction issues. This individual will be responsible for understanding the core issues affecting the client and will work with the relevant service teams to resolve. This role will also work with the relevant teams to monitor client satisfaction and contractual compliance for our clients.

Implement service management

They act as a bridge between the clients and the Technical organisation. In so doing, they review, analyse and make recommendations on improvement opportunities in each service lifecycle phase.

These individuals will implement a framework for the alignment of business needs and IT provision requirements. They will contribute to the development of processes and approaches that enable a continuous improvement program and ensure that we deliver against the service solution. They propose and deliver service improvements where required and ensure that contractual and delivery documentation is maintained with accuracy and that details are kept up to date. These individuals provide input to the service related contract change control process. They identify needs, risks and issues and propose appropriate solutions and courses of action. They drive the provision of accurate reporting and insights to make the relevant business decisions on improvement.

Best practice and knowledge management

The Operations Specialist needs to research and apply best practice to the deployment and ongoing operations management of support services. This employee will continuously look for ways to improve on the way in which we deploy and manage our service operations. They work closely with other service operations specialists in the towers to share best practice and ensure the implementation thereof within the regions, business units and service units.

Provide reports

The Services Delivery Operations Specialist ensures the provision of accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.

Behavioural skills

The Services Delivery Operations Specialist has well-developed organisation and project management skills. They exhibit sound judgement and problem-solving ability. This employee demonstrates initiative in carrying out his/her assigned duties. They are able to prioritise projects and deliverables, using their excellent interpersonal skills to interact with a variety of internal and external stakeholders. They are good communicators with excellent documentation and writing skills.

Here’s what we are looking for in candidates

• ITIL foundation
• 5 – 8 years' experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed and support services
• Experience in a managed services and service delivery environment, specifically technical and service management
• Demonstrate sound knowledge and understanding of IT industry environment and business needs
• Possess a working knowledge of ITIL
• Possess well developed technical capability
• Display an understanding of Service Management and Service Governance
• Demonstrate a broad understanding of the vast range of IT services topics
• Demonstrate knowledge and experience of successfully managing change
• Possess strong professional documentation and writing skills
• Demonstrate strong client service and quality orientation
• Excellent level of English and French/Dutch