IT Senior Director

NTT DATA, Inc.; Dadri; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

NTT DATA in Noida, Uttar Pradesh, is seeking an IT Senior Director to lead end-to-end service delivery across cloud, infrastructure and cybersecurity engagements. You will drive operational governance, SLA/KPI performance and cost efficiency while guiding large geographically distributed teams.

Reporting to the Client Delivery Executive, you will orchestrate incident, problem and change management, automate improvements, and mentor leaders to sustain service stability and customer confidence.

Qualifications

• 14+ years in IT services or managed services with enterprise infrastructure, cloud or cybersecurity operations.
• Proven leadership of day-to-day service delivery across global, multi-tower accounts with measurable SLA/KPI outcomes.
• Strong experience in major incident, problem, change, risk, transition, service improvement and operational governance.
• Working financial knowledge covering cost control, forecasting inputs, productivity, utilization and margin drivers.

Responsibilities

• Own daily operations across service towers ensuring delivery meets SLAs, KPIs, SLOs, contractual commitments and procedures.
• Lead operational response for major incidents, outages, missed SLAs and service escalations; ensure timely communication and restoration.
• Coordinate workforce, vendors and assets; establish clear ownership and closure of commitments.
• Drive cost efficiency, capacity planning and automation benefits; monitor benefits from optimization and continuous improvement.

Skills

Leadership

ITIL v4

Incident management

SLA/KPI governance

Cloud & Cybersecurity

Education

ITIL v4 certification

Job description

We are currently seeking a IT Senior Director to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Cloud, Infrastructure, Cybersecurity & Managed Services Operations | Experience: 14+ Years
At NTT DATA, we know that consistent service delivery builds lasting client trust. We invest in operational leaders who combine disciplined execution, technical understanding and strong people leadership to deliver reliable outcomes every day.

Reporting into the Client Delivery Executive (CDE), the CDM converts contractual and client commitments into disciplined daily, weekly and monthly execution. The CDM works with the Client Architect to operationalize transformation roadmaps, automation and AIOps improvements without compromising service stability.

Lead complex enterprise operations where service reliability, operational discipline and continuous improvement directly shape client confidence. The role operates in a clear three-in-a-box model: the CDE owns the business and client outcomes, the CDM runs service operations, and the Client Architect shapes technology strategy and transformation.

Role Purpose

The Client Delivery Manager (CDM) is accountable for day-to-day service delivery, operational governance, SLA/KPI performance, cost efficiency, resource management and continual service improvement across assigned Cloud, Infrastructure and Cybersecurity engagements.

Key Responsibilities

Service Operations & Delivery Control

• Own daily operations across relevant service towers and ensure delivery meets SLAs, KPIs, SLOs, contractual commitments and operating procedures.
• Run daily, weekly and monthly operating rhythms, including service reviews, delivery dashboards, action tracking and closure governance.
• Maintain operational stability, service quality and business continuity across global, multi-vendor and multi-tower environments.

Incident, Problem, Change & Risk Management

• Lead operational response for major incidents, outages, missed SLAs and service escalations; ensure timely communication, restoration and follow-through.
• Drive root-cause analysis, problem management, corrective actions and service improvement plans to prevent recurrence.
• Govern change execution, operational risks, audit actions, security/compliance obligations and continuity or disaster-recovery readiness.

Resource, Vendor & Asset Management

• Manage workforce demand, staffing, shifts, skills, utilization, onboarding/offboarding, knowledge transfer and succession coverage.
• Coordinate tower leads, operations managers, partners and vendors; establish clear ownership and consequence-based closure of commitments.
• Oversee operational hardware/software assets, licenses and vendor dependencies within the service scope.

Cost Efficiency & Financial Operations

• Control delivery costs in line with the account operating plan and provide accurate operational inputs for revenue, cost, margin and forecast reviews.
• Drive productivity, pyramid optimization, capacity alignment, leakage prevention and efficient ramp-up/ramp-down of resources.
• Track operational benefits from automation, continuous improvement and cost-efficiency initiatives; elevate forecast or cost gaps with corrective actions.

Client Operations & Governance

• Serve as the primary contact for client operations leadership and lead service reviews, operational governance and action closure.
• Maintain clear and timely communication on performance, risks, incidents, recovery plans and improvement priorities.
• Support the CDE with MBR, QBR inputs, client escalations, renewals and delivery-led opportunities while keeping ownership centered on operational execution.

Automation, AIOps & Continual Improvement

• Identify repetitive work, ticket drivers and process gaps suitable for automation, AIOps and intelligent service management.
• Partner with the Principal Client Architect and practices to implement approved improvements and embed them into standard operations.
• Measure realized outcomes such as ticket reduction, faster restoration, reduced manual effort, improved reliability and better user experience.

People Leadership

• Coach delivery and operations leaders, set clear expectations and build a culture of accountability, ITIL discipline, collaboration and customer focus.
• Develop operational capability, certifications, cross-skilling, engagement and retention across geographically distributed teams.

Required Experience & Qualifications

• 14+ years in IT services or managed services, including substantial responsibility for enterprise infrastructure, cloud or cybersecurity operations.
• Proven leadership of day-to-day service delivery across complex, global and multi-tower accounts with measurable SLA/KPI and customer outcomes.
• Strong experience in major incident, problem, change, risk, transition, service improvement and operational governance.
• Working financial knowledge covering cost control, forecasting inputs, productivity, utilization and margin drivers.
• Broad understanding of cloud, compute, storage, backup, virtualization, operating systems, networks, cybersecurity and ITSM operations.
• ITIL v4 certification is required; relevant cloud, infrastructure, security or service-management certifications are preferred.
• Strong client communication, structured problem solving, data-driven decision making and ability to influence cross-functional global teams.

About NTT DATA

NTT 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 a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

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