Technical Services Manager

2 weeks ago

Perth, Australia NTT Ltd. Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

Oversees the development and implementation of detailed technology solutions for clients using company products, outsourced solutions, or proprietary tools/techniques.

Responsible for defining the client's needs, developing a proposal to meet those needs, as well as overseeing the implementation of the complete project solution. Performs in both a people management capacity and a technical leadership capacity. Performance is typically measured by the capture of the consulting engagement and/or utilization (i.e., billable hours for the department) or performance against budget.

Selects, develops and evaluates personnel to ensure the efficient operation of the function.

**Working at NTT**

The role of TS Management is to manage a team of individuals who provide a service to clients ensuring that their IT infrastructure and systems remain operational through coordinating the proactive identification and resolution of technical incidents and problems that will restore service to clients. Their primary objective is to work closely with a variety of department heads to ensure the highest level of client satisfaction and the successful continuance of business operations within NTT (Ltd), operating within one or more lines of business.

**Key Roles and Responsibilities**:

- Management of the team, contributing to strategy development and managing implementation to achieve revenue and expense targets.
- Collaborate with internal stakeholders to set the standard for client satisfaction and assist with the development of client service policies, procedures, and standards that will ensure the continued satisfaction of our clients.
- Manage and coordinate initiatives to solve client problems.
- Assist with complaint handling or any major incidents that require intervention and ensure the prompt resolution of these incidents.
- Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
- Ensure the identification and development of feedback; complaints and problem-solving procedures for clients to use to ensure proactive incident management at client sites.
- Take full ownership for managing efficiency levels, streamlining procedures to deliver customer excellence.
- Manage resource capacity to achieve service level agreements.
- Participate in client reviews to proactively manage client service level requirements and fulfillment.
- Provide information for the operational plan and work with internal stakeholders to execute the strategy.
- Provide business advice and technical consultation to clients when required.

**Knowledge, Skills, and Attributes**:

- A solid understanding of the vast range of IT operations and NTT service offerings
- Good knowledge and understanding of IT industry environment and business needs
- Display strong levels of client engagement
- Service orientated individuals who are able to manage client value whilst maintaining profitable business results
- Display an in-depth understanding of the product’s functionality and capability and how it is applied to solve client’s problems
- Display operational team leadership skills and ability to effectively manage the resources that report to them
- Good collaboration skills and able to interact professionally
- Good attention to detail

**Academic Qualifications and Certifications**:

- ITIL Foundation Certificate V3 (ITIL-Fv3) or equivalent
- Relevant technical certifications

**Required Experience**:

- Good level of relevant experience in a similar role within a related environment
- Solid previous experience operationally managing a technical team
- Good experience dealing with clients and managing service levels
- Solid stakeholder engagement experience at all levels in the organization

**What will make you a good fit for the role?**

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji we

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