{"id":2906405,"url":"https://alion.io/job/ntt-service-operations-manager","title":"Service Operations Manager","company":{"id":121,"name":"NTT","domain":"global.ntt","url":"https://alion.io/company/ntt","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":106,"ghost_share":0,"stale_share":0.972,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-20T07:57:30Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-21T22:50:45Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Make an impact with NTT DATA\nJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.\nYour day at NTT DATA\nThe Manager, Service Operations is a management role, responsible for leading and overseeing the successful delivery of support services to clients within a Region/Country or Services Division.\nThe Manager, Service Operations is a people management role responsible for ensuring achievement of organisational and team objectives and fostering a collaborative and motivated work environment.\nKey responsibilities:\nManages service delivery to clients.\nManages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.\nWorks with client delivery teams to evaluate client reviews to ensure proactive incident management at client sites.\nEnsures that the standard client information repository related to technology, operations manuals, etc. is current and accurate.\nCreates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.\nRuns the support services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.\nProvides operational support and continuous service improvement post client handover from Technical Services (or other) teams.\nPlans and implements key service improvement priorities based on a continual service improvement approach.\nEnsures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.\nResponsible for the day to day running of the Support Services Operations team in line with the performance established by the business.\nEnsures maximum uptime and the accurate and early response to client operational issues.\nResponsible for resource planning and work allocation to meet agreed service levels.\nIdentifies opportunities for continuous service improvement.\nEngages with clients for technical operations as part of routine operations.\nTo thrive in this role, you need to have:\nAdvanced organizational and team management skills.\nExcellent communication skills - both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.\nAdvanced understanding of budgets and cost management.\nExcellent time management, prioritization and delegation abilities.\nAdvanced focus on client centricity.\nHighly focused on business outcomes.\nAdvanced ability to work across different cultures and social groups.\nAbility to work well in a pressurized environment and adapt to changing circumstances.\nAdvanced service management service operations (SMSO) expertise.\nAcademic qualifications and certifications:\nBachelor's degree or equivalent in Information Technology or Business Administration or related, with significant experience in Infrastructure Service Operations.\nITIL certification(s) preferred.\nRequired experience:\nAdvanced experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of services.\nAdvanced experience in a service delivery environment including technical and service management exposure.\nAdvanced experience leading and managing a team.\nAdvanced experience designing, implementing, and running a service delivery model.\nWorkplace type:\nHybrid WorkingAbout NTT DATA\nNTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune\nGlobal 100. We are committed to accelerating client success and positively impacting society through\nresponsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with\nunmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and\napplication services. Our consulting and industry solutions help organizations and society move\nconfidently and sustainably into the digital future. As a Global Top Employer, we have experts in more\nthan 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as\nestablished and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each\nyear in R&D.\nEqual Opportunity Employer\nNTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.\nThird parties fraudulently posing as NTT DATA recruiters\nNTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. 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