Service Operations Specialist
il y a 2 semaines
At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.
At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.
**Want to be a part of our team?**
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.**Working at NTT**
**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**
**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**
**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 ski
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