Head Of CSO NTT

The role of Managed Services Management works closely with a variety of internal stakeholders to ensure the highest level of client satisfaction and the successful continuance of business operations within NTT. This role ensures that services are delivered effectively and efficiently by carrying management oversight and ensuring the implementation of a services model that meets business needs for the relevant clients. Disciplines spans across applications, cloud and infrastructure managed service.

In addition, this role forms part of the Services Leadership structure with a key focus on strategy formulation and execution.  

This is a people management role, responsible for the day to day operations of a team(s). They coach, mentor, develop and motivate the team(s) to succeed in their roles and achieve organisational goals and objectives.

Key Role and Responsibilities: 

• Provide help and advice to clients using the NTT products and services
• Set the standard for client satisfaction and ensure the development and implementation of client service policies, procedures and standards that will ensure the continued satisfaction of NTT clients
• Engage with clients on a regular basis and use the information gathered from these engagements to discuss possible improvements to client service with other managers within NTT
• Drive the profitability of all operational services in relation to revenue targets and ensure the delivery of contractual obligations within budget and the agreed time for relevant projects and managed services
• Participate in the development and execution of new delivery methodologies and ensure alignment to best practice and overall regional Services Strategy
• Contribute to the preparation of bids and proposals to clients and remain up to date with deals in the pipeline to ensure a smooth transition from sales to delivery
• Investigate and solve client problems which have been escalated 
• Assist with complaint handling or any major incidents that require intervention and ensure the prompt resolution of these incidents
• Ensure the identification and development of a feedback, complaints and problem-solving procedure for clients to use ensure proactive incident management at client sites
• Take responsibility for the analysis of statistics and other data to determine the level of client service provided and accountable for data quality for the business under management
• Ensure the distribution of this information to the departments involved in ensuring the highest level of client service is provided
• Keep accurate records of discussions and correspondence with clients as well as keeping record and statistics with regards to operational information, network infrastructure, user location, hardware and software, data media and data violations
• Monitor the problem-solving process and ensure that the risk register is in place and up to date
• Contribute to and ensure the maintenance of the information technology and delivery transformation plans
• Ensure maximum up-time and the accurate and early response to client operational issues
• Ensure the effective and efficient allocation and utilisation of resources to projects and operational services
• Assist with the refinement of process and contribute to service delivery excellence, identifying new business opportunities where applicable
• Ensure the identification of user and employee training requirements
• Organise and plan engagements with technology providers, work sessions and advanced workshops on relevant information technology aspects
• Prepare, revise and submit reports to the relevant stakeholders and present these at the relevant forums
• Responsible for operational management of the team, creating and executing on plans and reporting on the team activities in the required forums

Knowledge, skills and attributes:

• ?Visionary, inspires efforts; influences long-term strategy
• Prepares people for unidentified challenges/uncertainty
• Sets direction/strategy for more than one functional area or geographical marketplace, where each one has its own leader
• Has in-depth org knowledge of organisation as well as external factors effecting the organisation
• Promotes innovative and new concepts and ideas
• Influential inside and outside the organisation
• Internally and externally interacts with C-suite and consultants
• May negotiate with clients on extremely critical matters
• Influences long-term vision that has corporate consequence
• Mistakes will impact the company’s viability
• Display excellent levels of client engagement and have strong organisational skills
• Effective leaders who have excellent interpersonal and verbal and written communication skills
• Display the required level of leadership and management skills to effectively manage the employees that report to them
• Excellent collaboration skills and are able to interact professionally
• Able to work in a team environment and contribute to their success
• Ability to facilitate presentation of technical and complex matters to a diverse audience
• Ability to analyse data and produce reports on issues and recommend resolutions
• Able to effectively interact with technical & non-technical people
• Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge
• Ability to coordinate team activities and operationally plan and manage deliverables
• Solid attention to detail
• Ability to work independently and operationally manage a team of direct reports
• Ability to handle multi-task, set priorities and meet deadlines

Academic Qualifications and Certifications:

• Bachelor’s or equivalent degree in Business Administration, Business Management, Commerce, or relevant
• Relevant certifications required

Experience required:

• Solid experience in a management and leadership
• Solid working experience in related environment
• Some experience in coaching and training facilitation
• Proven working experience in a large-scale organisation
• Demonstrated experience working with vendors and/or service providers
• Experience, judgment and drive to plan, make decisions and accomplish individual and team goals
• Experience working in a team-oriented, collaborative environment