Service Delivery Operations Manager
Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.
Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.
The Service Delivery Operations Manager is a role responsible for leading and overseeing the successful delivery of support services to clients within a Region/Country or Services Division. The employee will be responsible for ensuring achievement of organisational and team objectives and fostering a collaborative and motivated work environment.
Knowledge and Attributes:
- Advanced organizational and team management skills.
- Excellent communication skills – both verbal and written, coupled with strong ability to collaborate with internal stakeholders, external clients, and technology partners.
- Advanced understanding of budgets, cost management, and technology investment optimization.
- Excellent time management, prioritization, and delegation abilities.
- Advanced focus on client centricity and service excellence.
- Highly focused on business outcomes and measurable value realization.
- Advanced ability to work across different cultures and social groups.
- Ability to work effectively in a dynamic, fast-paced environment and adapt to changing business and technology landscapes.
- Advanced Service Management and Service Operations (SMSO) expertise.
- Strong understanding of Artificial Intelligence (AI), Generative AI, Intelligent Automation, and their application within IT operations and service delivery.
- Ability to identify, evaluate, and implement AI-driven operational improvements to enhance efficiency, service quality, and customer experience.
- Experience leveraging AI-powered analytics, monitoring, predictive operations, and automation tools to improve operational performance and reduce service disruptions.
- Data-driven mindset with the ability to translate operational data and AI-generated insights into actionable business outcomes.
- Proven ability to lead organizational change and drive adoption of AI-enabled ways of working across operational teams.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology, Business Administration, Computer Science, Engineering, or related discipline, with significant experience in Infrastructure Service Operations.
- ITIL certification(s) preferred.
- AI, Data Analytics, Cloud, Automation, or Digital Transformation certifications preferred (e.g., Microsoft AI, AWS AI, Google AI, ServiceNow AI, or equivalent).
- English fluency is mandatory.
Required Experience:
- Advanced experience in a Service Delivery Management position within a large-scale (preferably multinational) technology services environment across a range of services.
- Advanced experience in a service delivery environment including technical and service management exposure.
- Advanced experience leading and managing high-performing teams across operational and service management functions.
- Advanced experience designing, implementing, and operating service delivery models aligned to business objectives and customer outcomes.
- Demonstrated experience driving operational excellence through automation, AI-enabled service management, and continuous improvement initiatives.
- Experience utilizing AI-powered monitoring, observability, predictive analytics, and reporting platforms to proactively manage service performance and operational risk.
- Experience managing digital transformation initiatives and leading technology adoption programs across operations teams.
- Proven track record of delivering measurable business value through process optimization, automation, and AI-driven operational improvements.
Workplace type:
Hybrid WorkingEqual 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