MS End User Compute Manager
NTT Ltd.
Auckland, New Zealand
1d ago

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure.

We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace.

The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?Provides leadership for those involved in the development, design and optimization of one or more information technology and systems functions supporting company business processes and technical information systems platforms.

Responsibilities include, but are not limited to, analysis, selection and modification of enterprise systems, application software, installation of network hardware / software and database management.

Provides direction for the effort required to protect the company’s data, tools and information systems. Ensures infrastructure architecture standards maximize efficiency and support platform compatibility.

Usually requires subject matter knowledge of user group for practical application of system characteristics. Coordinates delivery of services to user groups and ensures IT service is uninterrupted.

Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Working at NTT We are looking for an End User Compute Manager to join our team in central Auckland to lead and manage a technical team delivering incident resolution, optimisation and project activity.

This role requires you to : Own delivery excellence and optimization & ensure services are delivered according to our agreements with clients and best practice Effective leadership and management of team Ensure workforce planning and prioritisation to deliver to commitments Drive data driven decision making with metrics, reporting, and visibility.

Govern and measure tower services (SLA, CSI, TS realization, roadmap, pipeline, wins, successes, risks, etc) Identify and manage risks to services (raise into risk register and drive mitigation) Own services continuity and / or recovery plans for platforms, people, and (as applicable) clients Be the senior services escalation for major incidents and war rooms for supported services Ensure problem management and root cause analysis is completed for relevant incidents (internal or client led) and actions taken to remediate Implement continuous improvement mindset and execution Identify and deliver improvement programs for tower (financial, client exp, internal, & team) Deliver quarterly key initiatives aligned with company strategy Highlight presales opportunities to the client management team Drive consistent improvement to employee engagement Monitor and measure staff performance against job descriptions and KPIs Ensure teams are adequately skilled and certified for current roles and market trends Create, maintain and develop positive relationships within clients and service vendors for effective operational delivery Approval and tracking of operational team expenses and overtime Track and request training, ensuring cost is forecast Continually pursue cost efficiencies for your team while maintaining client experience Manage remuneration for team understanding current remuneration, market data, allowances, and banding Ensure process and technical documentation is created and maintained, ensuring regular reviews to ensure documents are kept up to date Ensure monthly operational reports are produced showing all statistics relevant to service operations metrics and the level of client service provided, workload, priorities, backlogs, etc.

Ensure monthly services reports are produced detailing utilization, growth metrics, risks, and requirements (e.g. : related to capacity, availability, support status, warranty info, compliance etc) Report on service improvement ideas (created, queued, and completed) Ensure documentation and testing of Disaster Recovery processes (internal and client led) Create and complete a personal development plan, covering technical and interpersonal development Maintain understanding of technology developments relevant to operational services Maintain awareness of NTT services and capabilities Live the NTT values To be the successful candidate you must have the following experience & skills : 5+ years of managing / leading teams Experience with the technologies used within End User Compute environments Excellent written and oral communication skills Ability to inspire and influence other teams without direct management Ability to communicate well directly with customers and third-party support organisations Time Management, planning and organisation skills Results focussed- consistently meet or exceed KPI’s and targets Teamwork gets on well with team members, participating, recommending improvement, encouraging inter-team interactions Communication skills ability to convey a message through written and oral communication Customer Experience delivery NTT Branded customer experience.

A quality can do attitude that brings solutions and recommendations to the customers Personal development seeks to further interpersonal and or technical development ITIL Foundation Certification would be advantageous You will join a dedicated client support team of 30+.

An awesome team, great environment, exciting client. The environment is large and complex and you will have the opportunity to work in a wide range of technologies for one of New Zealand's best known companies.

What will make you a good fit for the role? Standard career level descriptor for job level : Assignments are received in a goal-oriented format and resources are allocated to meet these goals Gives guidance to subordinates but allows latitude within organization’s policies and procedures Recommends policy / process changes that affect immediate area Works on issues of diverse scope Follows procedure when methods for solutions need to be selected Acts as advisor to meet schedules or when technical issues need to be resolved Responsible for schedules and performance requirements May have budget responsibilities Mistakes may incur costs or impact short-term goals Interacts with subordinates, customers or peers from other areas on matters pertaining to functional area Leads co-operation between members and teams

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