Job Description

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 todayxe2x80x99s xe2x80x98iNTTerconnectedxe2x80x99 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 worldxe2x80x99s 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 Senior Director of Internal AMS Operations Provides strategic direction and leadership for the global operations of outsourced Tier 2 Application Managed Services, aligning them with the organization's overall business objectives and growth strategy.

They serve as the primary point of contact and relationship manager for the internal AMS platform support teams responsible for delivering IT Application Managed Services (AMS). The Senior Director is accountable to ensure AMs services with the internal teams are executed in line with the business AMS Service level agreed outcomes. This role drives the execution of the internal teams' AMS services for IT. This role owns the responsibility for the accurate establishment and resourcing of the internal AMS support and operation teams and owns the budget for these AMS services. The role is accountable for the successful support and operation of the products that are being supported by internal FTE teams.

Working at NTT

Key Roles and Responsibilities:

• Establish and maintain a high-performing global team responsible for managing the day-to-day operations of IT application managed services, ensuring consistent service delivery and exceptional customer satisfaction.
• Collaborate with service providers and internal teams, to establish and maintain effective governance frameworks, including service level agreements (SLAs), key performance indicators (KPIs), and Standard Operating Procedure (SOPs).
• Implement Event, Incident, Problem and Availability Management processes as part of the partner onboarding and agree operational performance metrics
• Implement a Business Service Desk, working with partners to manage end user interactions and maintain a knowledgebase for advisory and support activities.
• Monitor and evaluate the service provider's performance to ensure SLAs and KPIs are met or exceeded, and take necessary actions to address any deviations or issues.
• Conduct regular service reviews with the service providers, providing feedback and recommendations for process improvements and efficiency enhancements.
• Manage the interactions between EICS, Business Desk, Digital Engineering and Architecture to ensure seamless user experience.
• Ensure effective interlock and alignment between partners, EICS and Digital Engineering as part of the MI process.
• Act as a liaison between the service provider and internal stakeholders, ensuring effective communication and coordination of activities.
• Oversee the implementation of best practices, industry standards, and regulatory requirements within the outsourced environment.
• Implement and monitor Day Open and Close processes to ensure operational stability
• Collaborate with internal teams, such as IT development, infrastructure, security, and business stakeholders, to align the outsourced service operations with business objectives.
• Drive continuous improvement initiatives to optimize the outsourced service delivery, including identifying opportunities for automation, process streamlining, and cost optimization.
• Create and manage the CI service catalogue, including design, development, testing and release into production and support using the agreed SDLC processes.
• Maintain a strong risk management framework to ensure compliance with security and regulatory requirements in the outsourced environment.
• Manage the contractual relationship with the service provider, including contract negotiation, performance monitoring, and vendor management.
• Develop and implement global strategies, policies, and procedures to optimize service delivery, operational efficiency, and scalability, while adhering to local regulatory and compliance requirements.
• Collaborate closely with regional IT teams, business stakeholders, and senior executives to understand their needs, identify opportunities for service improvement, and align the Application Managed Service operations with their requirements.
• Monitor and evaluate service performance metrics, key performance indicators (KPIs), and customer satisfaction levels on a global scale, driving continuous improvement initiatives to enhance operational processes and service quality.
• Drive the adoption of industry best practices, emerging technologies, and innovative solutions to optimize IT service delivery and meet the evolving needs of the organization.
• Foster a culture of innovation and collaboration within the global Application Managed Service operations team, promoting knowledge sharing, cross-functional collaboration, and professional growth.
• Establish strong relationships with vendors, service providers, and partners globally, ensuring effective vendor management, contract negotiations, and adherence to service level agreements (SLAs).
• Stay informed about market trends, industry standards, and emerging technologies related to IT service management and application operations, and leverage this knowledge to drive continuous improvement and innovation.
• Provide regular updates and reports to executive leadership, highlighting the achievements, challenges, and future plans of the Application Managed Service operations.

Knowledge, Skills and Attributes:

• Proven track record of success in a senior leadership role, overseeing large-scale IT operations and managing global teams.
• Strong strategic thinking and vision, with the ability to align IT application managed service operations with the organization's long-term goals and objectives.
• In-depth knowledge of ITIL framework, IT service management principles, and industry best practices. ITIL certification is highly desirable.
• Demonstrated experience in driving operational excellence, process improvements, and implementing scalable solutions within a global IT services environment.
• Excellent leadership and people management skills, with a passion for developing and mentoring high-performing teams across diverse cultures and geographies.
• Exceptional communication, negotiation, and influencing skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Strong business acumen and a customer-centric mindset, with a proven ability to translate business needs into IT service delivery requirements.
• Experience in managing vendor relationships, contract negotiations, and service level agreement management on a global scale.

Academic Qualifications and Certifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A master's degree or MBA is preferred

Required Experience:

• Extensive experience (15+ years) in IT service management, with a focus on managing global IT application managed services within a multinational organization.

What will make you a good fit for the role?

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 xe2x80x93 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 xe2x80x93 backed with a 150-year heritage of using technology for good. With 40% of the worldxe2x80x99s internet traffic running on our network and where Emoji were first invented, you can be proud of the groupxe2x80x99s many new xe2x80x98firstsxe2x80x99.

Making a difference xe2x80x93 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 xe2x80x93 in a progressive xe2x80x98Connected Workingxe2x80x99 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 xe2x80x93 with a personal and professional development plan and access to the broadest learning offerings in the industry.

NTT Corporation