Technical Services Manager

<p></p><p></p><p></p><p>Want to be a part of our team?</p>The role of Manager, Technical Services manages a team of individuals who provide a service to clients ensuring that their IT infrastructure and systems remain operational through coordinating the proactive identification and resolution of technical incidents and problems that will restore service to clients. This role ensures zero missed service level agreement conditions and the achievement of client satisfaction through assisting with the planning, building and supporting of technology solutions. This role focuses on ensuring all lines of support for complex incidents, requests, events and/or problems through the effective management and leadership of a team of Engineers and/or Specialists.<br/><br/>This role works closely with a variety of cross functions teams to ensure the highest level of client satisfaction and the successful continuance of business operations within NTT (Ltd), operating within one or more lines of business.<br/><br/>This is a people management role responsible for providing guidance, mentorship, and fostering a collaborative and high-performing work environment.<p></p><p></p><p></p><p>Working at NTT</p><p>Key Roles and Responsibilities:</p><ul><li>Management of the team, contributing to strategy development and managing implementation to achieve revenue and expense targets.</li><li>Collaborate with internal stakeholders to set the standard for client satisfaction and assist with the development of client service policies, procedures and standards that will ensure the continued satisfaction of our clients.</li><li>Manage and coordinate initiatives to solve client problems.</li><li>Assist with complaint handling or any major incidents that require intervention and ensure the prompt resolution of these incidents.</li><li>Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.</li><li>Ensure the identification and development of a feedback; complaints and problem-solving procedure for clients to use ensure proactive incident management at client sites.</li><li>Take full ownership for managing efficiency levels, streamlining procedures to deliver customer excellence.</li><li>Manage resource capacity to achieve service level agreements.</li><li>Participate in client reviews to proactively manage client service level requirements and fulfilment.</li><li>Provide information for the operational plan and work with internal stakeholders to execute the strategy.</li><li>Provide business advice and technical consultation to clients when required.</li></ul><p><br/>Knowledge, Skills and Attributes:</p><ul><li>Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors</li><li>Receives objective based assignments and determines resources to meet schedules and goals</li><li>A solid understanding of the vast range of IT operations and NTT service offerings</li><li>Good knowledge and understanding of IT industry environment and business needs</li><li>Display strong levels of client engagement</li><li>Service orientated individuals who are able to manage client value whilst maintaining profitable business results</li><li>Display an in-depth understanding of the product’s functionality and capability and how it is applied to solve client’s problems</li><li>Display operational team leadership skills and able to effectively manage the resources that report to them</li><li>Good collaboration skills and able to interact professionally</li><li>Good attention to detail</li></ul><p><br/>Academic Qualifications and Certifications:</p><ul><li>Bachelor's degree or equivalent in Business or Information Technology or related or equivalent work experience</li><li>Relevant technical certifications as required</li></ul><p><br/>Required Experience:</p><ul><li>Fluency in Czech language</li><li>Advanced level of relevant experience in similar role within a related environment</li><li>Advanced previous experience operationally managing a technical team</li><li>Advanced level of experience dealing with clients and managing service levels</li><li>Advanced stakeholder engagement experience at all levels in the organization</li></ul><p></p><p></p><p>Skills Summary</p>Communication, Contract Management, Financial Acumen, IT Service Management (ITSM), Operations Management, People Management, Profit and Loss (P&amp;L) Management, Project Management, Sales Growth, Service Delivery, Support Services<p></p><p></p><p>What will make you a good fit for the role?</p><p></p><p></p><p>Workplace type: </p>Hybrid Working<p></p><p>Equal Opportunity Employer</p><p>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 orientati