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The Senior Associate Service Operations Specialist is a developing subject matter expert, responsible for working closely with internal service delivery teams to assist with the planning, coordination and monitoring of the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.

The main responsibility of this role is to ensure that less complex services are delivered effectively and efficiently by carrying out routine operational tasks and assisting with the implementation of a services model that meets business needs for clients.

What you'll be doing

Key Responsibilities:

• Assists with the management of the shift roster and ensuring that all operations metrics are monitored.

• Assists with ensuring that shift handover processes are adhered to and managed.

• Assists with the management of shift escalations from clients.

• Dashboards all key Metrics and manages the about to be breached situations.

• Contributes to ensuring that services are meet the stated service level agreement (SLA) levels.

• Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.

• Monitors the operational effectiveness of support services and develops and implements the required improvement plans.

• Balances the needs of the client with the strategic direction of the company.

• Understands the core issues affecting the client and works with the relevant service teams to resolve.

• Helps to identify the needs, risks and issues and proposes appropriate solutions and courses of action.

• Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).

• Performs any other related task as required.

Knowledge and Attributes:

• Displays customer service focus.

• Good communication skills and ability to prepare structured, and relevant communications to operations leaders.

• Displays ability to work in a fast paced and deadline driven environment.

• Displays ability to build, manage and foster a team-oriented environment.

• Ability to work creatively and analytically in a problem-solving environment.

• Ability to quickly become proficient in delivery processes and related systems.

• Developing ability to analyze, design and improve operations processes.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in Information Technology or Business Administration or related field.

• ITIL foundation certification is preferred.

Required Experience:

• Moderate level of work experience in service delivery within a large scale (preferably multi-national) technology services environment.

• Moderate level of experience gained in a service delivery environment including technical and service management exposure.

• Moderate level of experience in managing customer escalation situations and objection handling.

• Moderate level of demonstrated support operations experience.

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Workplace type :

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.