Service Delivery Manager
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The Managed Services (MS) Operations Manager operates as part of the Global Center of Excellence and is accountable for service delivery in the CoE’s in the provision of the highest level of client satisfaction and the successful continuance of business operations within Dimension Data. They assist with the planning, building and support of delivering managed services and work with regional and local teams to meet business objectives.
Working at NTT
Stakeholder engagement
• Internal: Engage with internal MS Service Engineers and other functions, including ones in region/country.
• External: Clients, vendors, strategic partners
Value Chain Linkage
• Managed Services Operations Center (OC)
• Managed Services Center of Excellence (CoE)
• Managed Services Transition
• Managed Services Cross Functional Services
Skills And Attributes
Service level management
Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the customer negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.
Performance management
Manages individuals and groups. Allocates responsibilities and/or packages of work, including supervisory responsibilities. Delegates responsibilities as appropriate. Sets performance targets, and monitors progress against agreed quality and performance criteria. Provides effective feedback, throughout the performance management cycle, to ensure optimum performance. Proactively works to ensure effective working relationships within the team and with those whom the team interacts with. Provides support and guidance as required, in line with individuals’ abilities. Advises individuals on career paths and encourages pro-active development of skills and capabilities and provides mentoring to support professional development. Provides input in to formal processes such as compensation negotiations and disciplinary procedures.
Conformance review
Conducts formal reviews of activities, processes, products or services. Collects, collates and examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences. Analyses evidence collated and drafts part or all of formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment.
Customer service support
Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved. Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Ensures that the catalogue of requestable and supported services is complete and current.
Relationship management
Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.
Work Outputs
Operations management
The MS Operations Manager is responsible for the day to day running of the Operations Centre or CoE or MSC in line with the performance established by the business. They ensure maximum up-time and the accurate and early response to client operational issues. These individuals run the managed services operations in alignment to the service management service operations (SMSO) process, delivering promised outcomes to our clients. They ensure that all client documents related to technology, operations manual, etc are available in a central repository.
Service delivery management
They create and maintain a comprehensive list of client requirements, scope of deliverables, technology and the delivery model. They take responsibility for resource planning and work allocation to meet agreed service levels. They track and monitor performance of all elements of the Operations Centre to drive the achievement of excellent service delivery levels. Apply standardized service management service operations (SMSO) to deliver managed services.
Service level management
The MS Operations Manager works with the relevant internal teams and stakeholders to establish and generate operational and business reports with keen focus on analytics that help meet or improve client service levels. This includes the perusal and review of client reviews and writing reports on the levels of client service provided. They identify opportunities for continuous service improvement. Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites.
Client incidents
MS Operations Managers investigate and solve client problems which have been escalated by client, regions and operational teams. They assist with complaint handling or any major incidents that require intervention and ensure the prompt resolution of these incidents. These individuals follow established procedures in terms of major incidents, root cause analysis, problem management, communication and incident management.
Continuous service improvement
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. Feed continual service improvement priorities into automation team. Baseline, track, measure and improve key aspects of service operations to ensure not only the service commitments are met, or exceeded, but to improve efficiencies in delivery, thereby reducing operational overages. This would include implementation of optimized mode of delivery providing feedback to relevant business functions to optimize This should help scale the business, optimize delivery of service with an objective of providing improved level of service and provide outcomes to the client at an improved better and faster rate. Research new techniques and alternative methods to increase efficiency.
Client satisfaction
Apply necessary processes and procedures to meet or improve client satisfaction requirements, as defined by the business. Assist with the development of client service policies, procedures and standards that will ensure the continued satisfaction of Dimension Data clients. The Service Operations Manager engages internal teams, Dimension Data stakeholders, regions, countries and clients to capture client feedback and/or to discuss possible improvements to services provided.
People management
These individuals are responsible for day to day management of the team, creating and executing on plans and reporting on the activities required by the business. They also ensure that employees reporting to them are motivated, engaged and understand their career opportunities, by taking responsibility for the training and development of their team members. MS Operations Managers are also expected to guide the team through transformational objectives set out by the business.
Next career steps
• MS Senior Operations Manager
Education Required
• General qualification in Technology (Technology Diploma)
Certifications Required & Optional
• ITIL foundation certification (V3 or latest)
• Relevant technical certifications as required for working as part of a CoE’s
• MSDC
• MSCE
• Storage certifications
• VMware
• MNS – CCNA or CCIE
Work Experience Required
• 12-14 years’ work experience
• At least 10 years’ experience in management of people, process and technology
• Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack
• Good organisational and effective team leadership skills
• Required level of leadership and management experience to manage larger teams and collaborate and influence senior managers
• Experience in organisational change management (transformational experience)
• Understands budgets and cost management
• Strong leadership skills including effective time management, prioritisation and delegation of work
• 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)
What will make you a good fit for the role