Service Lead for IT FMCG clients | NTT DATA


Service Lead for IT FMCG clients

We are seeking a skilled and motivated Service Lead to join our Industry FMCG team. The candidate will play a pivotal role in our function supporting the design and guaranteeing the execution of IT Application Maintenance services for our customers solutions. This position involves collaborating with diverse internal and external stakeholders (including top player clients in our Industry), making decisions and positively impacting customer experience.

The Service Lead will be responsible for:

• Overseeing main aspects of AMS supporting one or more business applications, ensuring the delivery of high quality service;

• Develop and implement strategies to enhance the quality and operational efficiency of service delivery;

• Monitor service performance metrics and analyse data to identify areas for improvement;

• Leading and coordinating one or more teams of professionals with different skills and ambitions (Functional, technical consultants) to delivery service in accordance with defined SLAs;

• Provide guidance, support, mentoring to the team members to foster professional growth and development by conduct regular performance evaluations and provide feedback;

• Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction;

• Build and maintain strong relationships with customers and partners.

Must-to have:

• Bachelor’s degree in economics/engineering/Informatic or at least 5 years of work experience in IT sector;

• Fluent in English: both written and spoken;

• Previous experience in service management role;

• Strong leadership and team-building skills;

• Excellent problem-solving and decision-making abilities;

• Good communication and interpersonal skills;

• Knowledge of the Software development life cycle;

• Good knowledge of Relational Databases (SQL);

• Proficiency in Microsoft Office suite and at least one service management tool (eg. Jira, SNOW, etc..) .

Nice to have:

• Knowledge of ITIL or ITIL Certified or Knowledge of Service management best practice;

• Experience in the Fast-moving consumer goods markets and knowledge of trade promotion management process or systems;

• Knowledge of a project management methodology.

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