NTT

1 month ago

Service Operations Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Lead end-to-end operational delivery and technical management of Managed Network Services, ensuring contractual Managed Services outcomes, SLAs, and governance standards are met. Coordinate 24x7x365 incident and escalation management, oversee ITIL processes (incident, problem, change/CAB, service requests, availability/capacity), and drive reporting, client stakeholder engagement, and continuous service improvement. Manage the day-to-day Managed Services Operations team, resource planning, and performance/capacity across LAN/WAN/WLAN and SD-WAN environments.

Location: Johannesburg

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Provide end-to-end operational delivery and technical management of Managed Network Services to meet contractual obligations and SLAs.
•Oversee ITIL execution across incident, problem, change (CAB/ECAB), service request, and availability/capacity management.
•Lead incident and escalation management, acting as a senior escalation point for major incidents and coordinating 24x7x365 support teams.
•Compile and distribute operational reports and governance outputs, including service review reports, dashboards, and client governance forums.
•Manage the Managed Services Operations team’s day-to-day delivery, including resource planning/work allocation and service performance monitoring with continuous service improvement.

Key Requirements

•Strong leadership and team management skills with ability to coordinate across distributed teams.
•Strong understanding of ITIL service management practices and experience managing ITIL-based service environments.
•Proven experience in a Service Operations or IT Operations Management role, including enterprise managed services environments (MNS or similar).
•Experience managing incident and Major Incident processes, including SLA and service performance reporting, operational governance, and client engagement.
•Advanced experience managing large-scale managed services environments (LAN, WAN, WLAN, SD-WAN preferred).

Experience:Managed servicesITILNetworking

Education:Bachelor's in Information Technology, Computer Science, Network Engineering, Information Systems

Skills:LeadershipCommunicationStakeholder managementAccountabilityData-driven decision-making

Certifications:ITIL FoundationITIL IntermediateITIL 4 Managing ProfessionalCisco Certified Network Associate (CCNA)Cisco Certified Network Professional (CCNP Enterprise)

Tech Stack:ITILIncident ManagementProblem ManagementChange ManagementCABECABService Request ManagementAvailability ManagementCapacity ManagementSLALANWANWLANSD-WANNetwork trafficTunnel utilisationLatencyPacket lossDisaster recoveryAutomation

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT