Senior Practice Manager (Cybersecurity)

Want to be a part of our team?

Manages teams of incumbents responsible for setup and installation of technical systems, applications, or process designs for clients’ purchased or outsourced technology and business process solutions.

Develops and implements policies and practices for client installations, including access management, data mapping, and transfer, process documentation, testing and troubleshooting, and client training. Interfaces with consulting, sales, and project management teams to develop strategy and resource plans to anticipate demand for implementation services and workforce needs.

Provides client insight and feedback to product development and professional services teams for product and services improvement. May directly lead the largest or most-complex client implementations.

Selects, develops and evaluates personnel to ensure the efficient operation of the function.

Working at NTT

The Implementation Engineering Management provides operational management and guidance to a team of Engineers/Technicians who are accountable for the installation, configuration, and fault management. This position provides technical support to NTT (Ltd) clients.

Key Roles and Responsibilities:

• Assume responsibility for the operational management and coordination of the activities of the engineers, in line with performance targets.
• Manage the execution of installations and other assignments as assigned by senior leaders.
• Manage initiatives to solve client problems and ensure the availability of resources to deliver against SLA’s.
• Manage complaint handling procedures or any major incidents that require intervention and ensure the prompt resolution of these incidents.
• Manage the quality of work by ensuring that the assigned infrastructure at the client site is configured, installed, tested and operational.
• Ensure the identification and development of feedback; complaints and problem-solving procedures for clients to use to ensure proactive incident management at client sites.
• Take full ownership for managing efficiency levels, streamlining procedures to deliver customer excellence.
• Provide technical consultation to clients when required.
• Assume leadership for relevant technologies according to domain or specialization and/or a variety of domains.
• Track and report on client technical engagements and analyze trends to identify areas for improvement.
• Provide advice to help the project manager achieve deadlines and goals.
• Sets team priorities and provides relevant direction to the team in the achievement of goals.

Knowledge, Skills, and Attributes:

• A good understanding of the vast range of IT operations and NTT service offerings
• Demonstrable knowledge and understanding of IT industry environment and business needs
• Display good levels of client engagement
• Service orientated individuals who are able to manage client value whilst maintaining profitable business results
• Demonstrate operational team management and leadership skills and be able to effectively manage the resources that report to them
• Good collaboration skills and able to interact professionally
• Broad understanding of project management principles

Academic Qualifications and Certifications:

• Relevant Bachelor’s degree or equivalent
• ITIL Foundation Certificate V3 (ITIL-Fv3) or equivalent
• Relevant technical certifications

Required Experience:

• Demonstrable level of relevant experience in a similar role within a related environment
• Solid previous experience operationally managing a technical team
• Good experience dealing with clients and managing service levels
• Solid experience as part of a software or other technical service implementation team
• Project administration and reporting experience

What will make you a good fit for the role?

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category