Project Manager at NTT DATA, Inc. in Mumbai, Mahārāshtra, India

Job description

• The Project Manager will be responsible for proactively monitoring and delivering service to clients, managing incidents, and ensuring the accuracy of client information repositories. The role requires creating and maintaining client requirements, running managed services operations, and leading a team to implement strategic initiatives. Key responsibilities include resource planning, continuous service improvement, and engaging with clients for technical operations. Candidates must have a bachelor’s degree in Information Technology or a related field, significant experience in coaching engineering teams within IT services, and expertise in continual service improvement and organisational change management. ITIL certification is desirable. Strong communication, organisational, and team management skills are essential.
• The Senior Manager, Managed Services Operations is a senior 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.
• 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.

Responsibilities

• 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

• 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.
• 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.

Skills

Required

• Excellent focus on client centricity
• Highly focused on business outcomes

Preferred

• ITIL certification