Make an impact with NTT DATA
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Your day at NTT DATA
The Team Lead, Managed Services is an entry level management role, responsible for ensuring function.
This role is responsible for ensuring the efficient operation, optimization, and continuous improvement of less complex managed services and manages and deploys targeted managed services programs 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.
Key Responsibilities
Team Leadership & Operational Management
Coordinate the day-to-day activities of the team.
Ensure appropriate resource allocation and shift coverage to maintain service continuity and leave rosters.
Manage team workload distribution and prioritize activities to meet operational objectives.
Provide coaching, mentoring, and performance guidance to team members.
Foster a culture of accountability, service excellence, and continuous improvement.
Conduct regular team reviews, performance discussions, and development planning to cater for business needs.
Incident & Queue Management
Maintain overall ownership of the incident queue and ensure all tickets are actively managed within SLA and OLA targets.
Monitor ticket ageing, backlog trends, and response times, taking proactive action to prevent service breaches.
Ensure incidents are correctly prioritized, assigned, escalated, and progressed to resolution.
Drive resolution of high-impact, critical, and recurring incidents through effective coordination with resolver teams.
Conduct regular ticket quality reviews to ensure accurate documentation and compliance with operational processes.
Ensure all customer-facing communications are timely, accurate, and professional.
Escalation Management
Act as the primary operational escalation point for unresolved incidents and service issues.
Manage escalations from customers, internal stakeholders, and technical teams.
Coordinate cross-functional teams and vendors to expedite incident resolution.
Ensure appropriate communication and updates are provided throughout the incident lifecycle.
Escalate significant service risks, recurring issues, and potential SLA breaches to management.
Facilitate major incident management activities when required.
SLA Governance & Service Assurance
Monitor and report on SLA, OLA, and operational performance metrics.
Identify risks to service delivery and implement mitigation plans before service breaches occur.
Ensure compliance with incident management processes, operational procedures, and contractual obligations.
Drive accountability across technical resolver groups to maintain service performance standards.
Support service reviews and customer governance meetings as required.
Reporting & Performance Management
Produce daily, weekly, and monthly operational reports detailing service performance, SLA compliance, ticket volumes, and escalation trends.
Analyse incident trends, recurring issues, and service performance metrics.
Provide actionable recommendations to improve operational efficiency and service quality.
Maintain reporting dashboards and ensure the accuracy of operational data.
Present service performance updates to internal management and customer stakeholders.
Continuous Improvement
Identify opportunities to improve operational processes, monitoring, automation, and incident handling procedures.
Drive initiatives to reduce incident volumes, improve first-time resolution, and enhance customer experience.
Support knowledge management activities and ensure operational documentation remains current.
Contribute to continues service improvement…