Senior Manager, Managed Services Operations

Want to be a part of our team?

The NOC Manager is responsible for the 24x7 running of the NOC, the tools used to support the network and carriage across for large government client across hundreds of sites and provide critical highly available services. The environment is highly regulated and there are stringent operational requirements.

Working at NTT

Must be an Australian Citizen and meet certain academic qualifications. 
Those already holding AGSVA security clearance will be highly regarded, however we will also consider Australian Citizens that are willing to obtain AGSVA security clearance

The role will include:

• running the 24x7 NOC and manage a team of specialist engineers
• a high degree of interaction with the client and consortium partners and will be a key resource in the ongoing success of the relationship with the client.
• accountable for service delivery in the provision of the highest level of client satisfaction and the successful continuance of business operations within NTT.
• assist with the planning, building and support of delivering Managed Services and work with regional and local teams to meet business objectives.
• Overseeing the technical support by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing the client environment.
• Establishes and maintains lines of communication with design engineering and software development on design, reliability, and maintenance issues.

• Ensures that engineers are current with the latest upgrades and/or new releases.

• Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in the Operations Centre
• Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
• Run the Managed Services Operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients.
• Plan and implement training and development initiatives for direct reports
• Engage with clients for technical operations as part of routine operations
• Plan and implement key service improvement priorities based on a continual service improvement approach
• Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved
• Ensure maximum uptime and the accurate and early response to client operational issues
• Responsible for resource planning and work allocation to meet agreed service levels
• Identify opportunities for continuous service improvement

Knowledge, Skills and Attributes:

• Experience managing a 24x7 NOC
• Substantial experience in coaching and mentoring teams on a daily basis
• Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
• Demonstrated experience in organisational change management (transformational experience)
• Substantial experience in the management of people, process and technology
• Excellent organisational and team leadership skills
• Excellent communication skills – both verbal and written
• Ability to collaborate with internal stakeholders and external clients
• Ability to understand budgets and cost management
• Strong leadership skills including effective time management, prioritisation and delegation of work
• Excellent focus on client centricity
• Highly focused on business outcomes
• Ability to guide the team through transformational objectives set out by the business
• Ability to communicate and work across different cultures and social groups
• Ability to work well in a pressurised environment
• Ability to adapt to changing circumstances

Academic Qualifications and Certifications:

• Bachelor’s or equivalent degree or Diploma in IT
• ITIL certification
• Relevant technical certifications

Skills Summary

Cloud Technology, Communication, Continual Service Improvement (CSI), Customer Centric Solutions, People Management, Service Delivery, Service Level Agreement (SLA), Service Operations Management

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