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The Senior Director, Services is a leadership role responsible for ensuring the delivery of Services to clients.
This role is responsible for ensuring the efficient operation, optimization, and continuous improvement of Managed Services, Support Services and Technical Services.
This role manages and deploys targeted Services programs to help accelerate sales, client engagement and service delivery and collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.
The Senior Director, Services drives a collaborative and innovative team culture focused on operational excellence.
Key responsibilities:
- Manages the financial performance of Services (Managed Services, Support Services and Technical Services), including growth, delivery profitability and technology innovation.
- Works towards executing the Services strategy by translating the strategic objectives into specific, actionable, and measurable goals that guide the day-to-day operations of the team.
- Collaborates with senior leadership on the delivery of the roadmap development of service/product offers to be taken to market.
- Collaborates with senior leadership to define service/product value propositions that are easily understood.
- Creates strong interlocks between sales force teams and services delivery.
- Defines the standards to be set for client satisfaction and oversees the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of clients.
- Defines a culture of continuous improvement within the team, implementing best practices and driving process enhancements.
- Continuously assesses and optimizes service delivery processes, tools, and methodologies to enhance service quality.
- Oversees the development and execution of new delivery methodologies and ensures alignment to best practice.
- May approve content of bids and proposals to clients.
- Has insights of any deals in the pipeline to ensure a smooth transition from sales to delivery.
- Ensures service delivery excellence, identifying new business opportunities where applicable.
- Manages and mentors the team within remit to ensure achievement of team and individual objectives.
- Presents at seminars, work sessions and advanced workshops on relevant information technology aspects.
- Stays up to date with industry trends, emerging technologies, and best practices.
- Collaborates with vendors and partners to ensure seamless integration of third-party services within the services environment.
- Manages key metrics and trends and provides insights to improve service delivery to senior leadership.
To thrive in this role, you need to have:
- Significantly vast business and commercial orientation and with a supporting interest in technology.
- Thought leader who possesses a significantly vast knowledge of Managed Services, Support Services and Technical Services, IT service management, and related technologies.
- Significantly vast ability to stay up to date with industry trends, emerging technologies, and best practices.
- Significantly vast understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
- Excellent client-facing and communication skills, with the ability to build and maintain strong client relationships.
- Significantly vast leadership qualities, including the ability to inspire and mentor a team.
- Ability to work in a team environment and contribute to their success.
- Significantly vast ability to facilitate presentation of technical and complex matters to a diverse audience.
- Ability to analyze data and produce reports on issues and recommend resolutions.
- Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
- Solid attention to detail coupled with the ability to multi-task, set priorities and meet deadlines.
- Significantly vast knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
- Ability to work collaboratively with cross-functional teams and stakeholders at senior / executive level.
Academic qualifications and certifications:
- Bachelor's degree or equivalent in Information Technology or Business Administration or related field.
- ITIL certification is desirable.
Required experience:
- Significantly vast experience delivering in service performance and client service delivery within large scale (preferably multinational) technology services environment.
- Significantly vast experience in IT Infrastructure services operations gained within a large IT enterprise environment.
- Significantly vast people management experience preferably in leading and managing technical operations teams across the Data Centre, Networking, Security, Workplace and Communications domains.
- Significantly vast experience in managing people and operations within a matrixed structure.
- Significantly vast experience in managing global enterprise client outsourcing projects.
- Significantly vast vendor management experience.
- Significantly vast experience gained within an IT Services delivery environment including technical and service management exposure.
Workplace type:
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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