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Vice President Technical and Support Services

3 months ago

Austin, Texas, United States NTT Full time

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 today's 'iNTTerconnected' 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 world's 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 Vice President, Service Operations is a leadership role responsible for leading and overseeing the successful delivery of technical and support services to NTT clients.

This role is responsible for playing a pivotal role in delivering against the strategic vision/strategy for services, driving operational excellence, and fostering client relationships and therefore client satisfaction.

This role contributes to the growth of NTT's services business and maintaining NTT as a trusted leader in the Information Technology Services industry.

This role owns and drives transformation projects delivering business and people outcomes.


The Vice President, Service Operations is responsible for managing and driving adoption of their people strategy and any organisation change management initiatives with mínimal impact.


Working at NTT

Key Roles and Responsibilities:

  • Oversees all of delivery operations, drives innovation, efficiency, optimization
  • Works collaboratively across Offer, GTM and stakeholders to drive Client retention and Client Addon Project strategies
  • Leads service delivery to existing clients
  • Lead portfolio and capability discussions to perspective clients
  • Communicates service delivery strategies to all stakeholders
  • Develops processes and procedures to ensure the efficient management of client incidents
  • Makes strategic business recommendations to the executive team including costsaving strategies, process improvements, and resource planning
  • Analyses client, productivity, risk, and project reports in order to ensure proactive incident management at client sites
  • Designs and implements service and Project Management procedures to ensure standardized delivery of support services
  • Designs key service improvement priorities based on a continual service improvement approach
  • Leads the development of continual service improvement priorities
  • Leads the team in the design and development of strategic initiatives
  • Measures the improvement of the delivery team's capabilities
  • Manages the learning and development processes including talent acquisition, goal setting, evaluating performance, career development, and succession planning of all direct reports
  • Assists to develop and design training programs
  • Drives innovation and new service delivery methods
  • Proactively identifies opportunities to improve current service delivery standards to better meet business needs

Knowledge, Skills and Attributes:

  • Infrastructure domain technologies and product exposure/knowledge with a focus on Network, Security, Collaboration, and Customer Experience technologies
  • Project Management experience
  • Leadership skills to lead large multi national global teams
  • Ability to manage stakeholder relationships within a large complex organizational structure
  • Excellent organizational 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
  • Effective time management, prioritization, 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 pressurized environment
  • Ability to adapt to changing circumstances
  • Business and commercial acumen

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or Business Administration or related, with substantially vast experience in Infrastructure Service Operations

Required Experience:

  • Extensive experience in coaching and mentoring multi cultural operations and engineering team(s) gained within an information technology services organization
  • Extensive experience in managing Global Delivery teams for Infrastructure support at scale
  • Extensive demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc)
  • Extensive demonstrated experience in organisational change management with proven tangible outcomes (transformational experience)
  • Extensive demonstrated experience in do