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Your day at NTT DATAThe 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 doingKey ResponsibilitiesManages 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 AttributesSignificant 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 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 CertificationsBachelor's degree or equivalent in Information Technology or Business Administration or related field.ITIL certification is advantageous.Required ExperienceSignificant 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 typeHybrid Working
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