Service Operations Manager at NTT Ltd.

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.


Key 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 this role, you need to have:

Leadership & Behavioural


Strong leadership and team management skills, with the ability to coordinate across distributed teams
Excellent communication skills (verbal and written) with the ability to collaborate with internal stakeholders and external clients
Strong stakeholder management capability and client-centric focus
High level of accountability and ownership
Ability to guide the team through transformational objectives set by the business
Ability to work effectively across different cultures and social groups


Delivery & Execution


Excellent organizational, time management, prioritization, and delegation abilities
Strong focus on business outcomes and delivery excellence
Ability to work effectively in high-pressure environments and adapt to changing circumstances
Detail-oriented with strong execution focus
Proactive risk identification and mitigation capability
Data-driven decision-making approach


Technical & Functional


Strong understanding of ITIL service management practices
Experience managing large-scale managed services environments (LAN, WAN, WLAN, SD-WAN preferred)
Strong operational governance and reporting capability


Financial & Commercial Awareness


Advanced understanding of budgets and cost management


Academic qualifications and certifications:


ITIL Foundation
ITIL Intermediate / ITIL 4 Managing Professional (advantageous)
Bachelor's degree or equivalent degree in one of the following or equivalent experience (advantageous)
Information Technology
Computer Science
Network Engineering
Information Systems


Optional but beneficial:


Postgraduate qualification (e.g. Honours / Diploma) in IT, Business, or Management
Business or leadership-related qualification
Cisco Certified Network Associate (CCNA)
Cisco Certified Network Professional (CCNP Enterprise)
Cisco SD-WAN / Wireless specialisations


Required experience:


Proven experience in a Service Operations or IT Operations Management role
Experience managing enterprise managed services environments (MNS or similar)
Experience working within ITIL-based service environments


Service Management & Delivery


Demonstrated experience managing:
Incident and Major Incident processes
SLA and service performance reporting
Operational governance and client engagement
Experience managing cross-functional technical teams


Technical Domain Expertise


Advanced experience in domain towers such as end-to-end LAN, SD-WAN, and Wireless infrastructure management within a corporate banking environment
Strong understanding of LAN, SD-WAN, and Wireless architecture, including deployment, configuration, and monitoring
Experience working with technologies and platforms such as:
Cisco vManage
Cisco Catalyst Centre
NetScout
Cisco ISE
Network, Collaboration/Customer Experience, Cloud, Security, and Data Center domains
Experience managing operational issues such as tunnel capacity, link stability, and device visibility across network environments


Operational & Vendor Management


Strong vendor and carrier management experience
Experience coordinating with architecture, delivery, and client teams to align on service and network strategy
Experience producing dashboards, SOPs, and performance reports for operational and executive stakeholders


Leadership & Transformation


Advanced experience coaching and mentoring engineering teams within an IT services environment
Demonstrated experience implementing continual service improvement initiatives (through automation and process enhancements)
Experience in organizational change management and service transformation initiatives