Senior Team Lead, Technical Services

Senior Team Lead, Technical Services

Make an impact with NTT DATA. Join a company that is pushing the boundaries of what is possible. Renowned for technical excellence and leading innovations, we make a difference to our clients and society. Our workplace embraces diversity and inclusion, offering a place where you can grow, belong and thrive.

The Senior Team Lead, Technical Services is a developing management role responsible for ensuring the provision of a service to clients, ensuring that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems. The primary objective is to ensure zero missed SLA conditions and achievement of client satisfaction by supporting solution building and technology deployment.

This role focuses on managing a team of Engineers and Specialists, providing guidance, mentorship and fostering a collaborative, high‑performing environment.

• Provides operational leadership to a team accountable for service offer management.
• Sets the standard for client satisfaction and aids in developing client service policies, procedures and standards.
• Investigates and solves client problems escalated by the team.
• Assists with the preparation of bids and proposals to clients and monitors deals in the pipeline to ensure smooth transition from Sales to Delivery.
• Ensures assigned infrastructure at client sites is configured, installed, tested and operational.
• Investigates all line support calls and identifies root causes of incidents, events and problems for proactive future management.
• Owns escalated incidents, requests, events and problems to resolution within SLA conditions.
• Provides continuous client feedback and updates all systems and portals as prescribed.
• Follows handover procedures for shift changes to ensure service continuity and manages resource allocation for SLA fulfilment.
• Analyzes statistics and other data to determine the level of client service provided.
• Contributes to and assists with maintaining the information technology site plan.
• Identifies user and employee training requirements.

• Seasoned knowledge of technical services, IT service management and related technologies.
• Stays up to date with industry trends, emerging technologies and best practices.
• Understanding of technical services concepts, ITSM practices and industry standard best practices.
• Comprehensive knowledge of various IT domains including infrastructure, cloud services, cyber security, application management, networks, data centre and collaboration.
• Strong client‑facing and communication skills, building and maintaining client relationships.
• Developing management qualities to inspire and mentor a team.
• Ability to present technical and complex matters to a diverse audience.
• Data analysis and reporting skills, recommending resolutions.
• Multi‑tasking, priority setting and deadline meeting abilities.
• Seasoned knowledge of ITIL practices is desirable.
• Collaborative work with cross‑functional teams and stakeholders.

• Bachelor's degree or equivalent in Business or Information Technology or a 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 experience managing a technical team.
• Experience dealing with clients and managing service levels.
• Stakeholder engagement experience at all levels of the organisation.

Hybrid Working

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.