This position is a partner facing role which requires the candidate to establish and lead expectations within the business and drive the Secure Infrastructure Services team to achieve those expectations to a high standard.
Responsibilities
Maintain user and customer satisfaction through efficient and professional handling of all requests for Infrastructure services.
Partner with Service Catalog Owners to provide a channel for users to request and receive standard and non-standard services through the service catalog.
Log requests to categorize, prioritize, and verify proper Infrastructure group assignment.
Provide information to users and customers about the availability of services and the procedures for obtaining them.
Champion Program Delivery for project requests by developing a solid grasp of projects scope to translate customer requirements to estimate resources and gain client approval.
Work closely with Project Managers and Solution Engineers to transition customer requirements from intake to active projects.
Serve as a main point of contact for internal customer expectations and concerns.
Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into the plan.
Decision-making and Autonomy (The capacity and authority to make interpersonal decisions, autonomy in decision-making, complexity of decisions, impact of decisions, problem-solving).
Bridge gap between customers and Engineering teams for intake to project transition.
Provide regular and accurate management reporting on IT Service performance.
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build partnerships to ensure effective dialogue between departments.
Qualities and Skills
Bachelor's degree in Computer Science or related field or equivalent experience required
5 + years experience in a technical environment including supporting large scale enterprise Infrastructures
Demonstrated Infrastructure management architecture and leadership skills - Infrastructure Management experience with technical management experience
Ability to work independently with minimal direct supervision
Previous experience as a Team Lead or demonstrable experience in leading teams
Experience of handling 3rd parties and 3rd party delivered services
Service Management or Support in a large-scale and diverse environment
Leverage independent Judgment to determine optimal methods of task completion and work prioritization
Firm knowledge of ITIL disciplines
Excellent written and verbal communication skills
Excellent customer facing/customer service skills
Able to work under stress and meet delivery requirements
Able to demonstrate a high degree of flexibility including shift and out of hours working
Excellent social skills
Self-motivation and able to take ownership

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com.

NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.