NTT DATA, Inc.Manager, Services Management
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Key Responsibilities
1. Service Management Practice Setup & Leadership
Design, establish, and lead the Service Management practice aligned to ITIL v4 principles.
Define the service management operating model, governance structure, RACI, and escalation paths.
Build and lead a central Service Management Office (SMO) or equivalent function.
Act as the organizational authority on ITSM policies, standards, and best practices.
2. ITIL Process Ownership & Maturity
Own and mature end-to-end ITIL processes, including but not limited to:
Incident Management
Problem Management
Change Enablement
Service Request Management
Service Level Management
Configuration & Asset Management (CMDB)
Knowledge Management
Availability, Capacity, and Continuity Management
Define process KPIs, maturity models, and continuous improvement roadmaps.
Ensure processes are consistently adopted across teams, suppliers, and regions.
3. Service Performance & Governance
Establish service performance management, including SLAs, XLAs, OLAs, and underpinning contracts.
Lead service reviews, operational governance forums, and continual service improvement (CSI) initiatives.
Drive data-driven insights using service metrics, trends, and root cause analysis.
4. Tooling & Automation
Own or influence the ITSM toolset strategy (e.g., ServiceNow, BMC, Jira Service Management).
Ensure tools effectively support ITIL processes, automation, self-service, and reporting.
Partner with platform teams to drive workflow optimization and AI/automation adoption.
5. Stakeholder & Supplier Management
Act as a trusted advisor to senior IT and business stakeholders on service quality and improvement.
Govern service delivery across internal teams and external service providers.
Ensure supplier services align with service management standards and contractual commitments.
6. Transformation & Continuous Improvement
Lead service management transformation initiatives, including process standardization and cultural change.
Embed continual improvement as a core practice across delivery teams.
Support audits, compliance requirements, and operational risk management.
Required Skills & Experience
Experience
10+ years in IT Service Management, Service Delivery, or Operations roles.
Proven experience setting up or transforming an IT Service Management practice at scale.
Strong hands-on leadership across multiple ITIL processes.
Experience operating in complex, multi-vendor or global environments.
Skills & Competencies
Deep knowledge of ITIL v4 practices and service lifecycle management.
Strong leadership, influencing, and stakeholder management skills.
Ability to balance process governance with pragmatic delivery outcomes.
Excellent analytical, problem-solving, and communication skills.
Strong understanding of service metrics, reporting, and performance management.
Certifications (Preferred)
ITIL v4 Managing Professional or Strategic Leader
ITIL Expert (v3) or equivalent
COBIT, SIAM, or ISO/IEC 20000 knowledge (advantage)
Key Outcomes / Success Measures
Established and operational Service Management practice with clear governance
Improved service stability, predictability, and customer satisfaction
Measurable improvement in ITIL process maturity
Consistent SLA/XLA achievement across services and suppliers
Embedded culture of continual service improvement
Workplace type:
On-site Working
About NTT DATANTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
Equal Opportunity EmployerNTT 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.
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