Support & Managed Services Delivery Manager

hace 4 semanas

Madrid, España NTT DATA A tiempo completo

Grow Your Career with NTT DATA

The Manager, Support & Managed Services Delivery is a management role, responsible for driving remote support for a wide variety of service delivery management activities.

This includes first call resolution for Support Services and End User Compute (EUC) services, RMA process, incident log analysis, preventative support maintenance and reporting, and MACD services.

The Manager, Support & Managed Services Delivery makes use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner for L1 and L2 activities.

What you'll be doing

Key Responsibilities:

  • Truly lead and grow a team of technical experts and support specialists. Hire, develop and retain top talent. Manage performance, set objectives, and coach your technical support team to help them achieve their career goals and transform into new areas.
  • Oversee support and managed services to ensure high quality, SLA delivery, and customer satisfaction. Partner with customer technical leads, business owners, executives, and partners to manage a long-term, close, and supportive cooperation.
  • Interact with sales, go-to-market, partners, and customer technical stakeholders to secure skills, analyse risks and make decisions on priorities.
  • Manage support services daily engagements including utilization, SLAs, demand, forecasting, and other business metrics.
  • Facilitate an environment of inclusion that leverages diverse perspectives and talent.


Required Qualifications:

  • Solid knowledge and understanding of a wide variety of networking, data centre, and security technologies (mostly Cisco, Dell/EMC, FortiNet, VMware etc.).
  • Firsthand experience of implementing and/or supporting Cisco networking architectures with a minimum level of awareness regarding secure infrastructure solutions (such as next-generation firewalls, Cisco ISE, etc.) is required.
  • Ability to communicate fluently in Polish and English.


Preferred Qualifications:

  • Experience in building and managing technical support teams, including hiring, developing, setting objectives, and managing performance.
  • Understanding of value proposition of cloud computing.
  • Experience managing support and/or managed services units and working with vendors/partners on delivering of IT support services.
  • Excellent business acumen and creative problem-solving skills.
  • Strong organizational project management and people leadership skills.


We Offer:

  • Employment contract & hybrid work,
  • Necessary work tools (laptop, iPhone, company car),
  • Private medical care with dental option,
  • Employee Assistance Program (e.g. psychological),
  • Cafeteria platform,
  • Group life insurance,
  • Individual training budget,
  • Online training platform,
  • Employee Retirement Program,
  • Shorter Fridays (we work until 2:30 PM),
  • Flexible working hours and hybrid work model,
  • Discounts with our technology partners.

Workplace type:

Hybrid Working

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. Accelerate your career with us. Apply today

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