Jobs at NTT Ltd

Working at NTT

• Plan, coordinate, and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.
• Ensure that services are delivered effectively and efficiently by carrying out routine operational tasks.
• Ensure the implementation of a services model that meets business needs as required by the relevant clients.
• Participate in the design and development of service delivery operations processes and procedures as required by the various projects.
• Identify and document the system and tool requirements for optimal operations of the relevant offerings or capabilities.
• Recommend best practice for the deployment and ongoing operations management and technical support for service contracts.
• Understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness.
• Ensure that services are aligned to the client’s business requirements.
• Ensure that the operational deliverables enable cost effective, client centric delivery that meets the service level agreements.
• Monitor the operational effectiveness of support services provided to clients and develop and implement the required improvement plans.
• Implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas.
• Implement a framework to ensure the alignment of business needs and IT provision requirements.
• Monitor service delivery performance metrics.
• Monitor service delivery channels (human, digital, self-service, automated) and collects performance data.
• Supervise individuals and teams.
• Conduct formal reviews of activities, processes, products, or services.
• Analyse evidence collated and draft’s part or all of formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment.
• Participate in developing strategic direction and establish short terms operational goals and targets.

What will make you a good fit for the role?

• Knowledge, skills and attributes:
• Ability to interact effectively with a variety of internal and external stakeholders by using their good collaboration and engagement skills.
• Business and commercial acumen.
• Display coaching and mentoring skills.
• Ability to build a cohesive team and to manage people effectively.
• Ability to coach and develop the team.
• An ability to balance and plan the short-term and long-term actions of the team.
• The ability to manage time effectively while setting the tone of the team through modelling and leadership.
• Excellent written and verbal communication skills.
• Strong customer service focus
• Ability to convert opportunities into solutions.
• Ability to work in a fast paced and deadline driven environment.
• Proven ability to build, manage and foster a team-oriented environment.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Experience in developing establishing processes and enforcing adherence to processes policies.
• Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.
• Ability to quickly become proficient in client processes and related systems.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in Information Systems, Computer Science, or equivalent experience
• ITIL foundation and Practitioner.
• Technical certification at a professional level across at least two major product vendor such as Cisco, Microsoft, AWS, Dell or similar vendors.
• A recognized certification in Customer Success Management

Experience required:

• Solid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed and support services.
• Experience in managed services and service delivery environment including technical and service management exposure.
• Experience in developing establishing processes and enforcing adherence to processes policies.
• Outsourcing operations experience.
• Customer Support Operations experience.

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Working at NTT

• The role of Client Project Manager is to develop and direct the planning / strategic planning of multiple projects related to client implementation. They oversee the coordination and management of employees and resources required to successfully complete client implementation projects, from initiation to completion within budget and on time, using either a waterfall or agile methodology.

Key role and responsibilities:

• Oversee the execution and completion of client implementation projects
• Oversee people who lead projects supporting the company-client relationship, ensuring customer satisfaction
• Provides budget analysis, labor planning, and coordination of activities between client and company employees
• Monitors project completion from initiation through delivery to meet revenue and cost projections
• Oversees performance of the installation and client acceptance of capitalized equipment, enterprise software systems, or system integration projects or engagements
• Serve as a mediator to internal issues and conflicting priorities for members of cross-functional teams focused on the delivery of new or existing solutions to clients
• Determine and define client implementation project scope and objectives
• Prepare budget based on scope of work and resource requirements
• Create the project management plan based on requirements and obtain sign off
• Track projects cost to monitor compliance to budget
• Develop and manage a detailed client implementation project schedule and work plan
• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
• Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables
• Utilise industry best practices, techniques, and standards throughout entire project execution
• Monitor progress and make adjustments as needed
• Measure project performance to identify areas for improvement
• Oversee all incoming and outgoing project documentation and administration and develop relevant project status and related reports
• Ensure that project milestones are met, project scope changes are aligned to budget and managed effectively
• Action improvements from project reviews using artefacts from projects including historical metrics to improve current  project processes and increase project quality delivery

Knowledge, skills and attributes:

• Excellent communication and stakeholder engagement skills
• Strong organizing, planning and administration skills
• Strong attention to detail and accuracy
• Strong interpersonal skills and extremely resourceful
• Excellent analytical skills
• Proactive approach with the ability to work independently and as part of a team
• Ability to work under pressure and meet deadlines
• Adaptable and flexible with sound collaboration skills
• Ability to manage conflict using a solution-focused approach
• Ability to solve problems creatively
• Ability to complete projects according to outlined scope, budget and timeline
• Ability to coordinate the activities of a variety of stakeholders to drive completion of projects
• Software knowledge, e.g. Power BI, Project Web App

Academic qualifications and certifications:

• Bachelor’s or equivalent degree in the relevant field of study
• Relevant certifications, such as PMI, Project management professional, CAPM, PMP or Prince 2 etc.
• ITIL V3/4
• Customer Success certification will be an added advantage

Required experience:

• Professional experience in project management experience in a cross-business unit capacity
• Proven project management experience including high complexity, cross business unit projects
• Experience using with project management software tools, methodologies, and best practices
• Demonstrated experience managing the entire project lifecycle
• Demonstrated experience coordinating operational tasks of a team
• Demonstrated experience delivering client implementation projects
• Experience delivering projects using an agile methodology
• Experience interacting with client stakeholders on planning, progress tracking, communication, and escalation activities
• Experience interacting with executive stakeholders and providing feedback in steering committee meetings