VP of Cross Functional Services

Make an impact with NTT DATA
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Your day at NTT DATA

The Vice President, Cross Functional Services is a senior leadership role, responsible for ensuring consistent delivery of Cross Functional Services.

This role sets direction to ensure the team delivers on the agreed deliverables within the team and guides on any ad hoc reporting or data analysis that would be required.

The Vice President, Cross Functional Services ensures the required team(s) are aligned and working towards the goals and objectives set and provides a collaborative and innovative team environment focused on operational excellence.

What you'll be doing

Key Responsibilities:

• Ensures the definition, build and implementation of strategies that introduces service delivery innovation.
• Drives optimization through ensuring the identification of continual service improvement initiatives by mining process performance data.
• Ensures the development of innovation strategies to reduce cost and improve efficiencies.
• Ensures the focus on improving end user digital experience through ticket deflection and zero touch automations.
• Ensures that the company's delivery remains comparable to industry leaders through benchmarking and process reviews.
• Ensures the identification and mitigation of risks that will impact the business.
• Aligns and enhances the SIAM model as deployed in the Digital Office.
• Provides consulting to the delivery organization to ensure the correct business decisions to achieve their objectives through the provision of narratives developed through detailed analysis of performance data.
• Works across multiple areas to ensure consistency in meeting the agreed deliverables across the team.
• Oversees accuracy and timeliness of reporting. This is achieved through having a data-oriented approach to the reporting.
• Sets directions for the creation of documentation to support initiatives and drive them to completion. (for example, onboarding).
• Oversees the identification of training needs within the team and be able to coach team members to ensure they meet their deliverables.
• Oversees recruitment, performance and training / development of members within the team.

Knowledge and Attributes:

• Substantial client service orientation and impeccable relationship building skills.
• Ability to multi-task and prioritize with great attention to detail.
• Excellent communication skills and documentation skills
• Substantial client liaison and facilitation skills.
• Execution focused, with the ability to train processes and identify improvements required in relevant processes.
• Substantial ability to manage and track multiple streams of activities with ease.
• Substantial ability to work across teams/regions/divisions.
• Demonstrates Control, Command and Confidence in situations naturally, has the ability to manage bridge participants effectively.
• Ability to remain calm and focused under extremely stressful situations.
• Substantial management and leadership abilities.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Business Management / Information Technology or related
• ITIL v3 Foundation certification with a minimum of 2 Intermediate certifications

Required Experience:

• Substantial Information Technology experience, preferably gained within a global IT services organization.
• Substantial experience gained with an Information Technology Service Operations environment.
• Substantial experience working within a Service Desk/NOC.
• Substantial people management experience gained within a similar role.

Workplace type:

Hybrid Working

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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. 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 and headquartered in Tokyo.

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. Join our growing global team and accelerate your career with us. Apply today.