Operations & Continuous Improvement Manager

Req ID: 398087 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Operations & Continuous Improvement Manager to join our team in Richmond, Virginia (US-VA), United States (US). Position summary The Operations and CSI Manager leads day-to-day delivery of the End User Computing service for the customer and drives its continual improvement. The service covers roughly 55,000 managed devices across about 1,900 sites, with VIP, Silver and Bronze service tiers, VDI, managed disk encryption and a continuing refresh stream of roughly 1,000 to 1,500 devices a month. The role runs the ITIL-based service delivery processes and the teams that perform them, answers for service level performance, and runs the improvement program that keeps the supplier ahead of annual service level resets. It works inside the customer's multi-supplier model, following the Service Management Manuals (SMMs) and coordinating with the Multi-Supplier Integrator (MSI).

Location: Remote, with potential travel to client site in Richmond, Virginia. *Note: This is a notional position is contingent upon future contract award.

Key responsibilities

Service operations

• Manage the teams and processes that deliver the service: incident, problem, request fulfillment, change, service level and configuration management, plus device lifecycle and refresh operations.
• Own attainment of the operational service levels, including incident resolution by severity, request fulfillment time, root cause analysis within 10 business days, refresh timeliness, and the tier-specific resolution targets for Standard, Basic and VIP devices.
• Act as the escalation point for service delivery issues and resolve escalated problems to protect the customer experience.
• Prepare staffing models, set team goals and manage delivery costs to plan.

Governance and integration

• Represent the supplier at the Service Tower Operational Forums and related governance forums, and work with the MSI, customer stakeholders and other Service Tower Suppliers on cross-tower incidents, changes and operating level agreements.
• Provide service level reporting and validation, and manage and lead third-party and subcontractor relationships that support operations.
• During Implementation, work with the Transition Manager to stand up processes, staffing and tooling and to accept the service into steady-state Operations.

Continual service improvement

• Own the recurring Critical Deliverables for the Service Improvement Plan, the Annual Refresh and Currency Plan and the Integrated Capacity Plan, and contribute to the Services Remediation Plan and Services Modernization Plan.
• Run the CSI register and the improvement program: analyze service level trends, root causes and customer feedback, prioritize improvements, and track them to completion.
• Prepare for the annual service level target resets, and use remediation plans when performance falls short.
• Support customer experience and organizational change activities with customer stakeholers and suppliers.

Team leadership

• Lead and develop supervisors and team members, provide mentoring and performance development, and challenge the team for creative solutions, cost reductions and service delivery improvements.
• Lead remote and multi-site teams, and ensure the team meets performance, compliance and client service measures.
• Deliver client and leadership communications and presentations.

Required qualifications

• Bachelor's degree required; graduate degree preferred.
• 10–12 years of relevant experience, including 3–5 years of managerial or leadership experience.
• Ability to satisfy the customer's acceptance of Key Personnel and any required background and security screening.
• Ability to travel to customer site as required.

Preferred qualifications

• Understanding of ITIL processes and principles, with demonstrated experience running service delivery operations for enterprise or public-sector clients.
• Demonstrated experience leading remote and multi-site teams, including through lower-level supervisors.
• Demonstrated ability to manage third-party relationships and to manage delivery costs to plan.
• Good project management skills and experience leading cross-functional teams.
• Strong priority-setting, negotiation, analytical and problem-solving skills, and the ability to deal with ambiguity.
• Ability to communicate clearly at all organizational levels.
• ITIL certification at foundation level or above; Lean, Six Sigma or similar improvement credentials.
• Experience operating end user computing at scale: device lifecycle, endpoint management, Microsoft 365, VDI, deskside and field support.
• Experience working under an MSI or service integration model and managing service level credits.
• State or local government, or other regulated public-sector, experience.

Measures of success

• Critical Service Levels met or exceeded, with no repeat service level misses.
• Recurring Critical Deliverables (Service Improvement Plan, Annual Refresh and Currency Plan, Integrated Capacity Plan) accepted on time.
• Documented year-over-year service improvements tracked in the CSI register.
• Operating costs held within plan, and stable staffing and supervisor coverage.
• Positive customer experience results from the customer and its stakeholders.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $95,918 to $177,625. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. The candidate may also be eligible for incentive compensation based on personal and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits. About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us. NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.