Posted: Tuesday, January 30, 2018 6:57 PM
At NTT DATAwe know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.
The Global EUS Operations Director will support the successful execution of all End User Services for a critical DaaS client. These DaaS services include: Asset Management, Desktop Engineering, Field Service, Mobility, Procurement, and Remote Resolution. This role is responsible for ensuring effective coordination between all components of DaaS Delivery. Working with Global Tower Owner(s) this position will direct the coordination of End to End (E2E) processes necessary to delivery services. Ensures accurate internal reporting and operational level agreements are in place and effective. As the primary Global point of contact for the client's DaaS End User Services this role will coordinate all internal Operational Reviews and action plans to ensure quality deliver service results are achieved.
This role is located in Thousand Oaks, California.
Principal Duties and Responsibilities:
:Global Point of Contact for client's EUS Operational Delivery
:Coordinates Cross Tower Integration across the Globe to ensure consistent and repeatable processes.
:Participates with EUS Tower Owners to establish strategic plans and objectives.
:Helps drive decisions on administrative or operational matters and ensures operation's effective achievement of objectives.
:Establishes and manages internal OLAs between towers by creating and monitoring pertinent metrics.
:Identifies and oversees service level improvements with EUS Towers and suppliers.
:Coordinates with External Service Desk partner on residual impact of Level 1.0 call handling.
:Internal Operational Reporting : establishing Metrics ( TREND and Analysis)
:Conducts Weekly / Monthly Operational Meetings
:Assist in the development of Cross Tower process improvements to DaaS EUS , including tool implementation.
:Manages process controls and standardization ( K/Base, RCA, Status Reporting)
:Coordinates the monitoring of Vender performance.
:Monitors KPI regarding Ticket Volume and Performance.
:Oversees the Daily Management of Root Cause Analysis
:Identifying potential risk / resolution approaches for targeted Client tasks / deployments
Skills and Qualifications:
:Proven Operational Leader
:10+ years of experience in running / project managing EUS projects in the IT industry.
:Requires hands:on knowledge in service delivery, help desk support, desk side support, knowledge management, and systems integration.
:Experience in internal and external customer relations.
:Experience and proven ability to monitor EUS operational work / production results.
:Requires ability to deal with ambiguity, project management skills, ability to motivate, and develop teams and individuals.
:Good negotiation skills when interacting with 3rd party suppliers.
:Demonstrated experience leading field teams.
:Ability to interact effectively with internal and external contacts (Account Management, Deployment Team, Solutions Architect, Employees, and Vendors).
:Excellent interpersonal skills and ability to work collaboratively in a team environment.
:Effective organizational and administrative expertise with strong attention to detail and reporting deadlines.
:Ability to handle several projects simultaneously, either individually or in a team setting.
:Proficient in Windows:based computer environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook.
:Bachelor's degree in IT or related field and/or equivalent work experience
:Ability to communicate with internal and external Executives
:Possess significant IT Outsourcing experie
• Location: thousand oaks, Ventura
• Post ID: 157336297 la