Team Lead, Managed Services

In brief

**Overview** This is an entry-level management role at NTT, focused on leading a Managed Services team. The position is responsible for the operational management of the Network Operations Centre (NOC), ensuring the efficient operation, optimization, and continuous improvement of less complex managed services. The Team Lead manages and deploys targeted managed services programs to accelerate sales, client engagement, and service delivery, collaborating with cross-functional teams to foster client relationships and drive service excellence. The role provides leadership to the NOC team, oversees queue health, manages escalations, drives SLA compliance, and delivers accurate operational reporting to ensure a high-quality service experience for customers and stakeholders. **What you will do** * Coordinate the day-to-day activities of the team. * Ensure appropriate resource allocation and shift coverage to maintain service continuity and leave rosters. * Manage team workload distribution and prioritize activities to meet operational objectives. * Provide coaching, mentoring, and performance guidance to team members. * Foster a culture of accountability, service excellence, and continuous improvement. * Conduct regular team reviews, performance discussions, and development planning to cater for business needs. * Maintain overall ownership of the incident queue and ensure all tickets are actively managed within SLA and OLA targets. * Monitor ticket ageing, backlog trends, and response times, taking proactive action to prevent service breaches. * Ensure incidents are correctly prioritized, assigned, escalated, and progressed to resolution. * Drive resolution of high-impact, critical, and recurring incidents through effective coordination with resolver teams. * Conduct regular ticket quality reviews to ensure accurate documentation and compliance with operational processes. * Ensure all customer-facing communications are timely, accurate, and professional. * Act as the primary operational escalation point for unresolved incidents and service issues. * Manage escalations from customers, internal stakeholders, and technical teams. * Coordinate cross-functional teams and vendors to expedite incident resolution. * Ensure appropriate communication and updates are provided throughout the incident lifecycle. * Escalate significant service risks, recurring issues, and potential SLA breaches to management. * Facilitate major incident management activities when required. * Monitor and report on SLA, OLA, and operational performance metrics. * Identify risks to service delivery and implement mitigation plans before service breaches occur. * Ensure compliance with incident management processes, operational procedures, and contractual obligations. * Drive accountability across technical resolver groups to maintain service performance standards. * Support service reviews and customer governance meetings as required. * Produce daily, weekly, and monthly operational reports detailing service performance, SLA compliance, ticket volumes, and escalation trends. * Analyse incident trends, recurring issues, and service performance metrics. * Provide actionable recommendations to improve operational efficiency and service quality. * Maintain reporting dashboards and ensure the accuracy of operational data. * Present service performance updates to internal management and customer stakeholders. * Identify opportunities to improve operational processes, monitoring, automation, and incident handling procedures. * Drive initiatives to reduce incident volumes, improve first-time resolution, and enhance customer experience. * Support knowledge management activities and ensure operational documentation remains current. * Contribute to continues service improvement plans and operational maturity initiatives. **Requirements (from the original advert)** * Minimum 3-5 years' experience in a NOC, Service Desk, Technical Managed Services environment. * Previous leadership, supervisory, or senior operational coordination experience. * Strong understanding of Incident Management, Major Incident Management, and SLA governance. * Understanding of basic networking and automation principals. * Experience managing operational queues and driving service delivery performance. * Strong stakeholder, customer, and vendor management skills. * Excellent verbal and written communication skills. * Proven ability to manage escalations and coordinate multiple technical teams. * Experience with ITSM platforms such as ServiceNow, Remedy, ManageEngine, or similar. * Knowledge of ITIL principles and service management best practices. * Strong analytical, reporting, and problem-solving capabilities. **Who should apply** This role is suitable for individuals seeking an entry-level management position within a Network Operations Centre (NOC) or Managed Services environment. Ideal candidates will have 3-5 years of experience in a NOC, Service Desk, or Technical Managed Services role, coupled with previous leadership, supervisory, or senior operational coordination experience. Applicants should possess a strong understanding of Incident Management, Major Incident Management, SLA governance, and ITIL principles, along with experience in managing operational queues and driving service delivery performance. Essential skills include strong stakeholder, customer, and vendor management, excellent communication, proven ability to manage escalations, and experience with ITSM platforms. Candidates should also demonstrate strong analytical, reporting, and problem-solving capabilities. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/team-lead-managed-services-ntt-global-networks Source: myjobmag

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• At least 3 years of experience.

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