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:
• 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).
• Ensure delivery of a seamless user experience and adherence to defined Service Level Agreements (SLAs).
• Deliver measurable improvements as measured through Key Performance Indicators (KPIs).
• Contribute to client satisfaction through effective Business Relationship Management.
• 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.
• Provide periodic metrics and status reporting to client leadership team with recommendations on how to improve services, customer experience, and cost optimization.
• 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:
• Bachelor’s degree in IT, Computer Science, Information Systems, Management, or a related field
• Minimum 10 years of experience in IT operations to include:
• Minimum 5 years of experience in a senior IT management or director role.
• Minimum 1 year of experience managing enterprise ITSM platforms (such as ServiceNow), cloud productivity tools, and hardware/software lifecycle management.
• ITIL Certification, such as ITIL Managing Professional (MP), ITIL Strategic Leader (SL), or ITIL Master.Framework to demonstrate a deep understanding of ITIL principal
• 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.