Director, AWS Acceleration Lead
NTT America, Inc., Albany, NY, United States
Make an impact with NTT DATA
Join 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.
Your day at NTT DATA The Director, Cross Functional Services is a leadership role, responsible for building and implementing strategies that introduce innovation to drive optimization through identifying continual service improvement initiatives by mining performance data.
This role provides overall leadership and management of their team, fostering a collaborative and innovative team culture focused on achieving operational excellence.
Key responsibilities:
Builds and implements strategies that introduces innovation.
Drives optimization through identifying continual service improvement initiatives by mining process performance data.
Focuses on innovation strategies to reduce cost and improve efficiencies.
Improves end user digital experience by contributing to ticket deflection and zero touch automations.
Ensures that the company's delivery remains comparable to industry leaders through benchmarking and process reviews.
Identifies and mitigates risks that will impact the business.
Aligns and enhances the SIAM model as deployed in the Digital Office.
Assists the delivery organization to make correct business decisions to achieve their objectives through the provision of narratives developed through detailed analysis of performance data.
Ensures consistency in meeting the agreed deliverables across the team.
Ensures accuracy and timeliness of reporting. This is achieved through having a data-oriented approach to the reporting.
Creates documentation to support initiatives and drive them to completion. (e.g. onboarding).
Identifies training needs within the team and be able to coach team members to ensure they meet their deliverables.
Be responsible for recruitment, performance and training / development of members within the team.
To thrive in this role, you need to have:
Significant client service orientation and impeccable relationship building skills.
Ability to multi-task and prioritize with great attention to detail.
Excellent communication skills and documentation skills
Significant client liaison and facilitation skills.
Execution focused, with the ability to train processes and identify improvements required in relevant processes.
Significant ability to manage and track multiple streams of activities with ease.
Significant ability to work across teams/regions/divisions.
Demonstrates Control, Command and Confidence in situations naturally, has the ability to manage bridge participants effectively.
Ability to remain calm and focused under extremely stressful situations.
Significant management and leadership abilities.
Academic qualifications and certifications:
Bachelor's degree or equivalent in Business Management / Information Technology or related field.
ITIL v3 Foundation certification with a minimum of 2 Intermediate certifications.
Required experience:
Significant experience in Information Technology.
Significant experience gained with an Information Technology Service Operations environment.
Significant experience working within a Service Desk/NOC environment.
Significant people management experience gained within a similar role.
Workplace type Hybrid Working
Equal Opportunity Employer NTT 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.
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Your day at NTT DATA The Director, Cross Functional Services is a leadership role, responsible for building and implementing strategies that introduce innovation to drive optimization through identifying continual service improvement initiatives by mining performance data.
This role provides overall leadership and management of their team, fostering a collaborative and innovative team culture focused on achieving operational excellence.
Key responsibilities:
Builds and implements strategies that introduces innovation.
Drives optimization through identifying continual service improvement initiatives by mining process performance data.
Focuses on innovation strategies to reduce cost and improve efficiencies.
Improves end user digital experience by contributing to ticket deflection and zero touch automations.
Ensures that the company's delivery remains comparable to industry leaders through benchmarking and process reviews.
Identifies and mitigates risks that will impact the business.
Aligns and enhances the SIAM model as deployed in the Digital Office.
Assists the delivery organization to make correct business decisions to achieve their objectives through the provision of narratives developed through detailed analysis of performance data.
Ensures consistency in meeting the agreed deliverables across the team.
Ensures accuracy and timeliness of reporting. This is achieved through having a data-oriented approach to the reporting.
Creates documentation to support initiatives and drive them to completion. (e.g. onboarding).
Identifies training needs within the team and be able to coach team members to ensure they meet their deliverables.
Be responsible for recruitment, performance and training / development of members within the team.
To thrive in this role, you need to have:
Significant client service orientation and impeccable relationship building skills.
Ability to multi-task and prioritize with great attention to detail.
Excellent communication skills and documentation skills
Significant client liaison and facilitation skills.
Execution focused, with the ability to train processes and identify improvements required in relevant processes.
Significant ability to manage and track multiple streams of activities with ease.
Significant ability to work across teams/regions/divisions.
Demonstrates Control, Command and Confidence in situations naturally, has the ability to manage bridge participants effectively.
Ability to remain calm and focused under extremely stressful situations.
Significant management and leadership abilities.
Academic qualifications and certifications:
Bachelor's degree or equivalent in Business Management / Information Technology or related field.
ITIL v3 Foundation certification with a minimum of 2 Intermediate certifications.
Required experience:
Significant experience in Information Technology.
Significant experience gained with an Information Technology Service Operations environment.
Significant experience working within a Service Desk/NOC environment.
Significant people management experience gained within a similar role.
Workplace type Hybrid Working
Equal Opportunity Employer NTT 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.
#J-18808-Ljbffr