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Senior Operations Manager

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NTT DATA

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Location:
India , Bangalore

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Senior Operations Manager at NTT DATA is a pivotal role responsible for ensuring high-quality service delivery and client satisfaction in managed services operations. The ideal candidate will have extensive experience in IT service management, incident management, and continuous improvement initiatives. A bachelor’s degree in Information Technology or a related field is required, along with ITIL certification. This position offers a hybrid work environment and requires strong leadership and communication skills.

Job Responsibility:

  • Proactively monitors and drives service delivery to clients
  • Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers
  • Works with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites
  • Ensures that the standard client information repository related to technology, operations manuals is current and accurate
  • Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
  • Runs the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients
  • Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams
  • Plans and implements training and development initiatives for direct reports
  • Engages with clients for technical operations as part of routine operations
  • Plans and implements key service improvement priorities based on a continual service improvement approach
  • Feeds continual service improvement priorities into the automation team
  • Leads the team in the implementation of strategic initiatives and measures, analyses and improves team’s delivery capabilities
  • Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved
  • Responsible for the day to day running of the Managed Services Operations team in line with the performance established by the business
  • Ensures maximum uptime and the accurate and early response to client operational issues
  • Responsible for resource planning and work allocation to meet agreed service levels
  • Identifies opportunities for continuous service improvement
  • Engages with clients for technical operations as part of routine operations

Requirements:

  • Bachelor’s degree or equivalent degree in Information Technology or Computing or related field
  • ITIL certification is desirable
  • Extended experience in coaching and mentoring engineering team(s) gained within an information technology services organization
  • Extended demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements)
  • Extended demonstrated experience in organizational change management (transformational experience)
  • Extended demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center
  • Excellent organizational and team management skills
  • Excellent communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients
  • Extended understanding of budgets and cost management
  • Excellent time management, prioritization and delegation abilities
  • Excellent focus on client centricity
  • Highly focused on business outcomes
  • Ability to guide the team through transformational objectives set out by the business
  • Excellent ability to work across different cultures and social groups
  • Ability to work well in a pressurized environment and adapt to changing circumstances

Additional Information:

Job Posted:
March 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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