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Global Service Desk Manager with German

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Date: Jul 22, 2022

Location: Bucharest, B, RO

Company: NTT DATA Services

Req ID: 188728 

NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.


Global Service Desk Manager - German & English

Bucharest, Romania


Role Overview

The Global Service Desk Manager leads the German Global Service Desk Teams, working closely with the 4 direct reports managing the delivery teams. The role’s main responsibilities are focused on ensuring synergy between the teams, high service excellence and SLA delivery, people motivation and retention. The role also focuses on continuous service improvement and delivery startegy. The teams in the department are responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology. 


Role Responsibilities

•    Works in close colaboration with the 4 direct SD Managers reporting to the role and drives towards sinergy the 120 indirect reports
•    Leads and manages the people and the service delivery of high-quality services that meet and exceed our contracted commitments e.g. timelines, SLAs, quality etc.;
•    Engages with internal and external stakeholders to ensure good collaboration levels.
•    Represents the Global Service Desk delivery and people
•    Implements the appropriate operational and governance processes to underpin effective delivery of Service Desk;
•    Works closely and effectively with internal NTT Delivery Units (in region, offshore etc.) and the NTT DataAccount teams to achieve a high level of Customer Satisfaction;
•    Acts as a Point of Escalation for issues and risks arising;
•    Leads the the team with purpose & guides people to grow and develop.
•    Coordinates with the Managers from other regions and services, applying the best solutions for the account.;
•    Aligns and contributes to Service Delivery's innovation and CSI program
•    Ensure adherence to office policies and requirements for the Bucharest Office


Key Skills

•    Over 3 years of Services Desk experience or equivalent combination of education/ work experience including strong people management skills and hands on delivery;
•    Exposure of managerial/leadership experience, organizing and planning skills to effectively manage teams and to lead cross-functional teams;
•    Ability to communicate clearly at all organizational levels;
•    Demonstrated track record of delivering high-quality;
•    Experienced analytical, negotiation and organizational skills;
•    Ability to take ownership of challenging tasks.
•    Outside of the box & problem solving abilities.
•    Fluency in German & English language
•    Passioned about service excellence and making a difference.
•    Leader by example.



The opportunity to work for one of the leading companies in the industry with a high focus on growing talent & developing people. The role will be part of the Romanian SD Management Board together with a group of dynamical, passionate & high level professionals in the field.

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package. 



About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.


NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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