Senior Team Lead, Technical Services

• Provides operational leadership team to a team of individuals accountable for service offer management.
• Sets the standard for client satisfaction and assists with the development of client service policies procedures and standards that will ensure the continued satisfaction of our clients.
• Investigates and solves client problems which have been escalated by the team.
• Assists with the preparation of bids and proposals to clients and remains up to date with deals in the pipeline to ensure a 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 and identifies the root cause of incidents events and problems to ensure proactive future management.
• Takes full ownership for managing the escalated incidents requests events and/or problems to resolution within the service level conditions.
• Provides continuous feedback to clients and affected parties and updates all systems and/or portals as prescribed by company procedures.
• Follows the required handover procedures for shift changes to ensure service continuity and manages resource allocation to achieve service level agreements.
• Assists with the analysis of 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.
• Assists with the identification of user and employee training requirements.

• Seasoned knowledge of technical services IT service management and related technologies.
• Ability to stay up to date with industry trends emerging technologies and best practices.
• Seasoned knowledge of technical services concepts IT service management (ITSM) practices and industry best practices.
• Seasoned understanding of various information technology domains including infrastructure cloud services cybersecurity application management networks data center and collaboration.
• Good client-facing and communication skills with the ability to build and maintain strong client relationships.
• Developing management qualities including the ability to learn the skills to inspire and mentor a team.
• Displays the ability to facilitate presentation of technical and complex matters to a diverse audience.
• Ability to analyze data and produce reports on issues and recommend resolutions.
• Ability to multi-task set priorities and meet deadlines.
• Seasoned knowledge of ITIL (Information Technology Infrastructure Library) practices is desirable.
• Ability to work collaboratively with cross-functional teams and stakeholders.

• Bachelors degree or equivalent in Business or Information Technology or related field.
• Masters degree or equivalent in Information Technology or Business Administration preferred.
• ITIL certification is desirable.
• Relevant technical certifications as required.

• Solid experience in similar role within a related global technology environment.
• Moderate level of experience operationally managing a technical team.
• Solid experience dealing with clients and managing service levels.
• Solid stakeholder engagement experience at all levels in the organization.

Pay Transparency:

Where required by law NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role will depend on the nature of the role offered and will be $95000 - $150420 CAD. This range reflects the minimum and maximum target compensation for the position across all Canada locations. Actual compensation will depend on a number of factors including the candidates actual work location relevant experience technical skills and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary the position will not be eligible for incentive compensation.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical dental and vision insurance flexible spending or health savings account lifeand AD&D insurance short and long term disability coverage paid time off employee assistance participation in a 401k program with company match and additional voluntary or legally-required benefits.