Service Operations Manager

Job Description

NTT DATA – a part of NTT Group - is a Top 10 global IT services provider, headquartered in Tokyo, with over 150,000 employees.

We deliver consulting solutions by combining specialized sectorial knowledge, our transformation management skills, and our large technology expertise (data, RPA, AI, low code, cloud, IoT, virtual reality), to keep our clients, as well as society, a step ahead in this digitally dynamic world.

Everything we do is underpinned by our core values of 'Teamwork', 'Foresight' and 'Clients First'. Our shared leadership principles of Collaboration, Engagement and Curiosity help us build a community where our people are equipped with the best resources to face new challenges.

NTT Data Greece team is looking for a Service Operations Manager in Athens to work with our clients in the European public sector.

You will be responsible for managing overall operations and for the effective and successful management of the work, productivity, and quality as established and set for the Operations team to ensure efficient operations. This role involves managing BAU activities, developing IT processes, and advancing the organization’s Service Operations.

Your Role:

• Manage overall operations and ensure efficient daily activities.
• Coordinate IT project implementation and maintain operational readiness.
• Communicate with management and staff to ensure seamless operations.
• Develop and implement quality assurance protocols.
• Enhance the efficiency of Service Management processes and procedures.
• Address and manage technical incidents, requests, problems, and changes.
• Oversee staffing requirements and lead the hiring process.
• Act as the central point of contact for customer support needs.
• Lead and manage operational service management processes and metrics.
• Plan and implement system upgrades to maintain service levels.
• Ensure systems, processes, and methodologies are in place.
• Provide excellent customer service and build relationships with stakeholders.
• On duty responsibilities services are required

Why NTT DATA?

We value a collaborative and supportive environment, celebrating curiosity and engagement

We are committed to supporting the physical, financial and emotional well-being our of employees

Career development. Training path and access to learning opportunities, yearly performance reviews and a mentorship program

We believe in work-life balance and flexibility. Wear casual clothing, decide your working hours and enjoy our hybrid working model

Talent Friends. Refer a friend and receive a bonus when they join

We care about you

Health & well-being. Focus on your mental health with access to a platform with certified psychologists & mental health workshops. Take a break with one of our online fitness and well-being sessions

Diversity & inclusion. We are committed to equal employment opportunities regardless of gender, gender expression and identity, sexual orientation, religion, culture, origin, disability, age, or other personal and social characteristics. #WeAreAllUnique #YouMakeUsUnique

Please let us know if you require us to accommodate any accessibility needs during the recruitment process.

Benefits at NTT DATA Greece

Health insurance for the employee and one dependent family member (100% paid by NTT DATA)

Meal vouchers of 120€ per month (x12)

Corporate mobile phone: subscription & device

Teleworking equipment allowance

Udemy Account

Access to Open Up mental health service

**Certification Bonus Scheme (for Technology)

** Annual Collective Bonus (for Executives)

28 days of paid annual leave consisting of your legal holidays and compensation days

Your profile:

• 8+ years of experience in a continuous service improvement role, preferably within a regulatory or international institution.
• Bachelor’s or master’s degree in Computer Science, Engineering, Mathematics, or a related field.
• ITIL certification is highly desirable.
• Lean Six Sigma Green Belt or Black Belt certification is a plus.
• Excellent communication and interpersonal skills with strong stakeholder management abilities.
• Proven ability to lead and manage cross-functional teams with a desire to add value to service support teams.
• Strong organizational skills and an internal drive to see tasks through to completion, coupled with effective problem-solving capabilities.
• Proficiency in continuous improvement tools and methodologies.
• Strong project management skills.
• Fluency in English (B2 level minimum); knowledge of another European language is a plus.
• EU citizenship is required

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