Job Summary:
NTT DATA North America is a leading business and technology services provider, and they are seeking a Delivery Associate Director to oversee IT service delivery. This role involves managing IT services, ensuring a seamless user experience, and contributing to client satisfaction through effective business relationship management.
Responsibilities:
โข Oversee the IT Service Desk, Deskside and Field Support Services, Business Relationship Management, Change/Configuration Management, Major Incident Management, Asset Management, and the Capital Equipment Replacement Program (CERP).
โข Ensure delivery of a seamless user experience and adherence to defined Service Level Agreements (SLAs).
โข Deliver measurable improvements as measured through Key Performance Indicators (KPIs).
โข Contribute to client satisfaction through effective Business Relationship Management.
โข Oversee coordination of the Mission and Site Support Services to deliver the highest level of operational services, service management, change control, and continuous service improvement.
โข Provide periodic metrics and status reporting to client leadership team with recommendations on how to improve services, customer experience, and cost optimization.
โข Deliver management and control across Service Delivery functions, including scheduling and management of projects, initiatives, and other efforts aligned with delivering client objectives and goals.
Qualifications:
Required:
โข Bachelorโs degree in IT, Computer Science, Information Systems, Management, or a related field
โข Minimum 10 years of experience in IT operations to include:
โข Minimum 5 years of experience in a senior IT management or director role.
โข Minimum 1 year of experience managing enterprise ITSM platforms (such as ServiceNow), cloud productivity tools, and hardware/software lifecycle management.
โข ITIL Certification, such as ITIL Managing Professional (MP), ITIL Strategic Leader (SL), or ITIL Master.Framework to demonstrate a deep understanding of ITIL principal
โข Ability to obtain/maintain a Public Trust clearance
Company:
NTT DATA, Inc. is a trusted global innovator of business and technology services. Founded in 1988, the company is headquartered in Plano, USA, with a team of 10001+ employees. The company is currently Late Stage.