Deputy Global Service Area Manager

9 hours ago


Cyberjaya, Malaysia NTT DATA Business Solutions Full time

As a Deputy Global Service Area Manager (GSAM), you will assume management responsibility for overall successful execution and operations in the services area of the Monitoring Service Alert Handling within the Shared Services organization.

You will hold the operational responsibility for the effectiveness and efficiency (global) and overall quality of delivery in the service area.

Close collaboration with the Service Owner is key in order to coordinate and supervise critical initiatives as well as projects within given service area, including project management and documentation, following up on planning and results, project prioritization and risk assessment.

You will prepare and track resource planning and utilization. Measure and control internal critical metrics (service quality, customer satisfaction, efficiency). Prepare and support initiatives looking for harmonization of business processes and continuous increase of efficiency. Deputy Global Service Area Manager will report into the Global Service Area Manager of their Service Area ensuring that together they drive for efficiency, Innovation and excellence. Global Topic Leads will report via dotted-line into the Global Service Area Manager of their Service Area ensuring that together they drive for efficiency, Innovation and excellence.

Deputy Global Service Manager accountabilities:

- Service Definition and Strategy
- Overall Service Delivery and Quality
- Personnel Management in cooperation with Delivery Area Lead
- Manages and accountable for service operations in Service Area
- Support Global Service Area Manager in the assigned Service Area
- Optimizing the average cost rate in the Service Area
- Operational communication in Service Area
- Working instructions on Service Area level
- Ticket SLAs
- Meeting KPIs for SLAs in service area
- Quality ensurance including continue improvement and relative innovation of the services
- Service reporting
- Capacity planning in terms of resource forecasting
- Ensuring the effective and efficient execution of the monitoring services

Education/ Experience/ Skills
- University degree - preferably in the field of IT - or a comparable qualification or work experience
- Success track records of managed/leaded 20+ employees in daily operations
- 4+ years of experience in management or leadership
- 6+ years professional experience in the daily operations in the area of SAP Basis, Alert Monitoring and support operations with global collaboration experience
- Enforcing standards and continue driving high quality services with sense of service-oriented mindset
- Ability to oversee and manage complex, diverse and challenging topics/problems solving
- Strong knowledge and experience in ITIL processes in Managed Services operations with first hands experience in global operations
- High analytical and conceptual problem-solving skills and business acumen
- Experience in an international environment and/or within matrix structures

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