Senior Team Lead, Technical Services

Senior Team Lead, Technical Services

The Senior Team Lead, Technical Services is a developing management role responsible for ensuring that client IT infrastructure and systems remain operational. The role involves proactively identifying, investigating and resolving technical incidents and problems, restoring services, and managing incidents to resolution. The primary objective is to achieve zero missed service level agreement conditions while maintaining client satisfaction through planning, building, and supporting technology solutions.

• Provides operational leadership to a team of engineers and specialists accountable for service offer management.
• Sets the standard for client satisfaction and assists with the development of client service policies, procedures, and standards.
• Investigates and resolves client problems escalated by the team.
• Assists with the preparation of bids and proposals and stays informed about deals in the pipeline to ensure smooth transition from Sales to Delivery.
• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational.
• Investigates all line support calls to identify the root cause of incidents, events, and problems for proactive future management.
• Manages escalated incidents, requests, events, and/or problems to resolution within service level conditions.
• Provides continuous feedback to clients and affected parties and updates all systems and portals as prescribed by company procedures.
• Follows required handover procedures for shift changes to ensure service continuity and manages resource allocation to achieve service level agreements.
• Analyzes statistics and other data to determine the level of client service provided.
• Contributes to and assists with the maintenance of the information technology site plan.
• Identifies user and employee training requirements.

• Seasoned knowledge of technical services, IT service management (ITSM), and related technologies.
• Stays current with industry trends, emerging technologies, and best practices.
• Understanding of various IT domains, including infrastructure, cloud services, cybersecurity, application management, networks, data center, and collaboration.
• Good client‑facing and communication skills with the ability to build strong client relationships.
• Developing management qualities and the ability to inspire and mentor a team.
• Ability to present technical and complex matters to diverse audiences.
• Ability to analyze data, produce reports, and recommend resolutions.
• Multi‑tasking, prioritization, and deadline management skills.
• Knowledge of ITIL practices desirable.
• Collaborative work with cross‑functional teams and stakeholders.
• Bachelor’s degree or equivalent in Business, Information Technology, or related field.
• Master’s degree or equivalent in Information Technology or Business Administration preferred.
• ITIL certification desirable.
• Relevant technical certifications as required.

• Solid experience in a similar role within a related global technology environment.
• Moderate operational management experience of a technical team.
• Experience dealing with clients and managing service levels.
• Stakeholder engagement experience at all organizational levels.

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.