Director: Service Innovation at NTT Ltd.

Want to be a part of our team?

• The Director: Service Innovation role forms part of the Continual Improvement Cycle, with a focus on in-contract innovation. The successful candidate possesses the ability to lead and manage people and teams of people with thought the organisation to achieve a common outcome. They candidate understands and can articulate the risk versus reward of innovation and has the ability to demonstrate to both clients and the internal organisation what the benefits of change are.
• Responsible for the innovation and differentiation of the Dimension Data offerings, commercial and service modelling.

Working at NTT

Responsibilities

• Strategy Development: Develop and execute the Service Innovation strategy, aligned with the overall Business Unit goals, to enhance customer satisfaction, drive revenue growth, and gain a competitive edge in the market.
• Team Leadership: Lead, mentor, and inspire a cross-functional team of service innovation professionals, fostering a culture of creativity, collaboration, and continuous learning.
• Research and Analysis: Stay abreast of industry trends, emerging technologies, and NTT Global Service Offerings to identify opportunities for service improvement and innovation.
• Product Readiness Process: work with the relevant teams to understand the design and development of new service offerings to ensure the delivery of value-added solutions that exceed customer expectations.
• Service Design and Process Optimisation: Work closely with various teams, including customer experience, product management, and operations, to design and optimize service processes, identifying and implementing innovative approaches to improve efficiency and quality.
• Collaboration and Stakeholder Management: Collaborate with internal and external stakeholders, including business leaders, partners, and customers, to gain insights, gather feedback, and build strong relationships that support service innovation initiatives.
• Performance Measurement: Establish and monitor key performance indicators (KPIs) to assess the success and impact of service innovation initiatives, leveraging data and analytics to drive continuous improvement and optimization.
• Change Management: Lead organizational change initiatives, promoting a culture of innovation and adaptability, and ensuring successful adoption and implementation of new service strategies and solutions.
• Thought Leadership: Represent the organization as a subject matter expert in service innovation, actively participating in industry conferences, forums, and thought leadership initiatives.
• Solid understanding of platform delivered services and how to articulate the value of standardised, centralised, and optimised services. With a focus on leveraging scale to reduce costs and drive efficiency. 
• Good understanding of automation and the business benefits and realisation
• Client-centricity, coupled with ability to solve problems for clients, an entrepreneurial mindset is key
• Natural team player – ability to coordinate and liaise with sales, administrative and delivery teams across multiple business areas
• Quick learner, with the ability to understand new solutions, the client impact and the impact to the client

Knowledge, Skills, and Attributes Required

• Solid understanding of platform delivered services and how to articulate the value of standardized, centralised, and optimised services.
• Conversant with a business outcome-led approach to sales and services.
• Understand financial statements and metrics, including revenue, expense control, and growth relative to the market
• Have exposure of legal knowledge to understand the contracting with clients and understand how to position terms as a value exchange
• Understand each team member’s skills and knowledge and coach team members to drive team effectiveness
• Client-centricity coupled with problem-solving.
• Strong business acumen and negotiation skills to craft solutions that are beneficial to NTT and the client
• Ability to proactively and independently identify and qualify opportunities; an entrepreneurial mindset is key
• Natural team player – ability to coordinate and liaise with delivery teams across multiple business areas
• Quick learner to understand any new solutions that are ready to take to market

Required Experience

• You will need to demonstrate an impressive track record of architecting services with a focus on CSI
• Proof of structuring and successfully negotiating large, multi-year profitable contracts
• Demonstrate the ability to build strong relationships all levels, including the C-suite both internally and externally
• Demonstrated experience of networking with senior internal and external people in the specialist area of expertise
• Experience in managing the entire sales process, contracting process, and legal implications of a deal
• Commercial experience in assisting the development or creation of the pricing structures and commercial models
• Demonstrated understanding of relevant markets and market strategies
• Experience in managing the entire sales process, contracting process, and legal implications of a deal

Required Qualifications and Certifications

• Proven experience (5+ years) in a leadership role focused on service innovation, preferably in a customer-centric industry.
• Strong strategic thinking and analytical skills, with the ability to translate insights into actionable service strategies.
• Excellent leadership and team management abilities, with a track record of building and developing high-performing teams.
• In-depth knowledge of service design methodologies, process optimisation techniques, and emerging technologies relevant to the industry.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
• Demonstrated project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
• Proven track record of driving innovation and achieving measurable results in service delivery and customer experience.
• Ability to navigate ambiguity and thrive in a fast-paced, dynamic environment.
• Passion for staying up-to-date with the latest trends and developments in service innovation and related fields.