Senior Manager, Service Management

Make an impact with NTT DATA
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Your day at NTT DATA

The Senior Manager, Service Management is a senior management role, responsible for overseeing and optimizing the delivery of services to clients. This role has a deep understanding of IT service management, ITIL (Information Technology Infrastructure Library) frameworks, and the ability to align services with business strategy and objectives.

This senior management role is accountable for leading service specialists fostering a collaborative and innovative team culture focused on achieving operational excellence.

What you'll be doing

Key Responsibilities:

• Supports with the development and refinements of the service management strategy, aligning it with the organization's overall business goals and objectives.
• Supports with the planning and prioritizing of IT service offerings and initiatives in collaboration with senior management.
• Oversees the end-to-end service delivery process, ensuring that services meet or exceed agreed-upon service levels and quality standards.
• Monitors key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve service performance.
• Establishes and maintains strong relationships with internal stakeholders and may serve as the primary point of contact for service-related matters.
• Ensures client satisfaction through effective communication and by addressing concerns and feedback.
• Works closely with service design teams to create new IT services or modify existing ones based on customer needs and industry best practices.
• Manages service transition activities to ensure seamless deployment and handover to service delivery teams.
• Implements, maintains and continuously improves ITIL-based service management processes, including incident management, problem management, change management, and service request management.
• Accountable for leading services specialists, fostering a collaborative and innovative team culture focused on achieving operational excellence.
• Allocates and manages resources effectively to meet service delivery objectives.
• Explores opportunities for revenue growth through service expansion and enhancements.
• Identifies and mitigates potential risks that could impact service delivery or client satisfaction.
• Supports with the development and implementation of risk management strategies and contingency plans.
• Generates regular reports and performance analytics to communicate service performance, trends, and areas for improvement to relevant business stakeholders.

Knowledge and Attributes:

• Extended client relationship management and communication skills.
• Ability to align service management initiatives with business objectives.
• Extended proficiency in service management tools and software.
• Extended focus on service quality, performance, and continuous improvement.
• Extended management abilities.
• Displays a commitment to delivering exceptional IT services.
• Ability to collaborate with cross-functional teams.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in information technology, computer science, or a related field.
• Relevant professional certifications such as ITIL Expert, PMP (Project Management Professional), or other relevant certifications are highly beneficial.

Required Experience:

• Extended experience in IT service management roles within the IT services industry.
• Extended demonstrable work experience gained within a large scale (preferably multinational) technology services environment.
• Extended demonstrable vendor management experience.
• Extended management and leadership experience.
• Extended experience in developing and implementing improvement plans and services.
• Extended previous experience in client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.