30 dic
Ntt
Barcelona
Key Roles and Responsibilities :
- Proactively monitor and drive service delivery to clients from the Operations Centre and / or CoE
- Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in the Operations Centre and / or CoE
- Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites
- Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate
- Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
- Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients.
- Provide operational support and continuous service improvement post client handover from TS (or other) teams
- Plan and implement training and development initiatives for direct reports
- Review training requirements for service operations teams
- Engage with clients for technical operations as part of routine operations
- Plan and implement key service improvement priorities based on a continual service improvement approach
- Feed continual service improvement priorities into the automation team
- Lead the team in the implementation of strategic initiatives
- Measure, analyse and improve team’s delivery capabilities
- Ensure 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 analysed, and issues are resolved
- Responsible for the day to day running of the Operations Centre and / or CoE in line with the performance established by the business
- Ensure maximum uptime and the accurate and early response to client operational issues
- Responsible for resource planning and work allocation to meet agreed service levels
- Identify opportunities for continuous service improvement
- Engage with clients for technical operations as part of routine operations
Knowledge, Skills and Attributes :
- Excellent organisational and team leadership skills
- Excellent communication skills both verbal and written
- Ability to collaborate with internal stakeholders and external clients
- Ability to understand budgets and cost management
- Strong leadership skills including effective time management, prioritisation and delegation of work
- Excellent focus on client centricity
- Highly focused on business outcomes
- Ability to guide the team through transformational objectives set out by the business
- Ability to communicate and work across different cultures and social groups
- Ability to work well in a pressurised environment
- Ability to adapt to changing circumstances
Academic Qualifications and Certifications :
- Typically requires substantial related experience with a Bachelor’s or equivalent degree; or extensive experience
- ITIL certification
- Relevant technical certifications
Required Experience :
- Substantial experience in coaching and mentoring teams on a daily basis
- Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
- Demonstrated experience in organisational change management (transformational experience)
- Substantial experience in the management of people, process and technology
- Relevant experience in Data Centre or Collaboration or Microsoft stack
What will make you a good fit for the role?
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.