Director, Customer Services
hace 2 meses
Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.
Your day at NTT DATA
The Director, Customer Services is a people management role responsible for ensuring the delivery of services to our clients within Region/Country or Services Division. This role is responsible for ensuring the efficient operation, optimisation, and continuous improvement of complex services. This role will manage and deploy targeted services programmes to help accelerate sales, client engagement and service delivery. This role collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.
What you'll be doing
Key Responsibilities:
Manages the financial performance of Customer Services within a Region/Country or Services function, 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 optimises 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.
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 managed services environment.
Manages key metrics and trends and provides insights to improve service delivery to senior leadership.
Knowledge and Attributes:
Significant business and commercial orientation and with a supporting interest in technology.
Thought leader who possesses significant knowledge of managed services, IT service management, and related technologies.
Ability to stay up to date with industry trends, emerging technologies, and best practices.
Significant knowledge of customer services concepts, IT service management (ITSM) practices, and industry best practices.
Significant understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center and collaboration.
Significant client-facing and communication skills, with the ability to build and maintain strong client relationships.
Excellent interpersonal and verbal and written communication skills.
Excellent leadership qualities, including the ability to inspire and mentor a team.
Ability to work in a team environment and contribute to their success.
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.
Ability to multi-task, set priorities and meet deadlines.
Significant knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
Academic Qualifications and Certifications:
Bachelor's degree or equivalent in Information Technology or Business Administration or related field.
ITIL certification is advantageous.
Required Experience:
Significant experience in managing an information technology services team, preferably within a global matrixed organization.
Significant proven working experience in a large-scale organization.
Significant demonstrated experience working with vendors and/or service providers.
Significant experience working in a team-oriented, collaborative environment.
Significant experience in a managed services role within an information technology services environment.
Workplace type: Hybrid 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.
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