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?

The Director, Services is a people management role responsible for ensuring the delivery of Services to NTT clients. This role is responsible for ensuring the efficient operation, optimisation, and continuous improvement of Managed Services, Support Services and Technical Services. This role manages and deploys 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.

Working at NTT

Key Roles and Responsibilities:

• Manages the financial performance of Services (Managed Services, Support Services and Technical Services), 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 managed 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 NTT 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

• May approve content of bids and proposals to clients

• 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 services environment

• Manages key metrics and trends, and provides insights to improve service delivery to senior leadership

Knowledge, Skills and Attributes:

• Thought leader who possesses in-depth knowledge of Managed Services, Support Services and Technical Services, IT service management, and related technologies

• Ability to stay up-to-date with industry trends, emerging technologies, and best practices

• Extended knowledge of managed services concepts, IT service management (ITSM) practices, and industry best practices

• Excellent understanding of various information technology domains, including infrastructure, cloud services, cybersecurity, application management, networks, data centre and collaboration

• Excellent 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

• Excellent collaboration skills and are able to interact professionally

• 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 analyse data and produce reports on issues and recommend resolutions

• Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge

• Ability to coordinate team activities and operationally plan and manage deliverables

• Solid attention to detail

• Ability to multi-task, set priorities and meet deadlines

• Advanced knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable

• Ability to work collaboratively with cross-functional teams and stakeholders

Academic Qualifications and Certifications:

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

• ITIL certification

Required Experience:

• Significant experience in managing an information technology services team, preferably within a global matrixed organisation

• Significant proven working experience in a large-scale organisation

• Significant demonstrated experience working with vendors and/or service providers

• Significant experience working in a team-oriented, collaborative environment

• Significant experience in an IT Services role within an information technology services environment

Skills Summary

Commercial Acumen, Financial Acumen, Profit and Loss (P&L) Management, Sales Collaboration, Service Delivery, Service Provider Management, Services Development, Technological Innovation

What will make you a good fit for the role?

Workplace type :

On-site Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

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 were first invented, you can be proud of the group’s many new ‘firsts’.

• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

• Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.