{"id":2170060,"url":"https://alion.io/job/ntt-team-lead-managed-services","title":"Team Lead, Managed Services","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":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":26000,"max_usd":59000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":20},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-09T11:44:05Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-12T13:56:38Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"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 Team Lead, Managed Services is an entry level management role, responsible for ensuring function.\nThis role is responsible for ensuring the efficient operation, optimization, and continuous improvement of less complex managed services and manages and deploys targeted managed services programs to help accelerate sales, client engagement and service delivery.\nThis role collaborates with cross-functional teams, fostering client relationships, and driving service excellence to meet or exceed client expectations.\nKey Responsibilities\nTeam Leadership & Operational Management\nCoordinate the day-to-day activities of the team.\nEnsure appropriate resource allocation and shift coverage to maintain service continuity and leave rosters.\nManage team workload distribution and prioritize activities to meet operational objectives.\nProvide coaching, mentoring, and performance guidance to team members.\nFoster a culture of accountability, service excellence, and continuous improvement.\nConduct regular team reviews, performance discussions, and development planning to cater for business needs.\nIncident & Queue Management\nMaintain overall ownership of the incident queue and ensure all tickets are actively managed within SLA and OLA targets.\nMonitor ticket ageing, backlog trends, and response times, taking proactive action to prevent service breaches.\nEnsure incidents are correctly prioritized, assigned, escalated, and progressed to resolution.\nDrive resolution of high-impact, critical, and recurring incidents through effective coordination with resolver teams.\nConduct regular ticket quality reviews to ensure accurate documentation and compliance with operational processes.\nEnsure all customer-facing communications are timely, accurate, and professional.\nEscalation Management\nAct as the primary operational escalation point for unresolved incidents and service issues.\nManage escalations from customers, internal stakeholders, and technical teams.\nCoordinate cross-functional teams and vendors to expedite incident resolution.\nEnsure appropriate communication and updates are provided throughout the incident lifecycle.\nEscalate significant service risks, recurring issues, and potential SLA breaches to management.\nFacilitate major incident management activities when required.\nSLA Governance & Service Assurance\nMonitor and report on SLA, OLA, and operational performance metrics.\nIdentify risks to service delivery and implement mitigation plans before service breaches occur.\nEnsure compliance with incident management processes, operational procedures, and contractual obligations.\nDrive accountability across technical resolver groups to maintain service performance standards.\nSupport service reviews and customer governance meetings as required.\nReporting & Performance Management\nProduce daily, weekly, and monthly operational reports detailing service performance, SLA compliance, ticket volumes, and escalation trends.\nAnalyse incident trends, recurring issues, and service performance metrics.\nProvide actionable recommendations to improve operational efficiency and service quality.\nMaintain reporting dashboards and ensure the accuracy of operational data.\nPresent service performance updates to internal management and customer stakeholders.\nContinuous Improvement\nIdentify opportunities to improve operational processes, monitoring, automation, and incident handling procedures.\nDrive initiatives to reduce incident volumes, improve first-time resolution, and enhance customer experience.\nSupport knowledge management activities and ensure operational documentation remains current.\nContribute to continues service improvement plans and operational maturity initiatives.\nKey Measures of Success\nSLA and OLA compliance achieved and maintained.\nReduction in ticket backlog and ageing incidents.\nTimely management and resolution of escalations.\nQueue health maintained within agreed thresholds.\nCustomer satisfaction and stakeholder feedback.\nQuality and accuracy of operational reporting.\nImprovement in incident resolution times and operational efficiency.\nTeam performance, engagement, and development outcomes.\nSkills & Experience\nMinimum 3-5 years' experience in a NOC, Service Desk, Technical Managed Services environment.\nPrevious leadership, supervisory, or senior operational coordination experience.\nStrong understanding of Incident Management, Major Incident Management, and SLA governance.\nUnderstanding of basic networking and automation principals.\nExperience managing operational queues and driving service delivery performance.\nStrong stakeholder, customer, and vendor management skills.\nExcellent verbal and written communication skills.\nProven ability to manage escalations and coordinate multiple technical teams.\nExperience with ITSM platforms such as ServiceNow, Remedy, ManageEngine, or similar.\nKnowledge of ITIL principles and service management best practices.\nStrong analytical, reporting, and problem-solving capabilities.\nRole Purpose\nThe NOC Team Leader is responsible for the operational management of the Network Operations Centre, ensuring all incidents, service requests, and operational activities are managed effectively and resolved within agreed service levels. The role provides leadership to the NOC team, oversees queue health, manages escalations, drives SLA compliance, and delivers accurate operational reporting to ensure a high-quality service experience for customers and stakeholders.\nWorkplace type:\nOn-site 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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