Service Operations Manager

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 thi

Additional Information

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, 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.

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