Project Program Mgmt. Senior Specialist-SIM

NTT America, Inc.; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

NTT America, Inc. is seeking a Service Improvement Manager in an individual contributor capacity to support Dynamic Workplace Services (DWS) towers, including Technical Service Desk and Field Services, in a focused or shared services setup.

You will own and drive service improvement plans, manage KPI governance, and collaborate with internal and external stakeholders to discuss actions and review progress. The role emphasizes problem solving, data analytics, shift-left initiatives, self-service

Responsibilities

• Service Improvement Manager role in IC capacity to support DWS towers (e.g., Technical Service Desk, Field Services) in focused or shared services.
• Strong knowledge and experience in Service Desk and Field Services with understanding of SLAs and KPIs including calculations and data sources.
• Identify and execute Service Improvement plans/projects including process and quality improvements.
• Own project management of all ongoing improvement initiatives including control and reporting actions on sustaining initiatives.
• Identify/drive transformation initiatives/projects to improve efficiency, cost & resource optimization and volume reduction.
• Drive shift-left improvements from L2 to L1 or L2 to L1.5 remote resolution desk and self-service adoption.
• Work with internal and external stakeholders including Account delivery & Client to discuss service improvement actions, reviews progress.
• Drive performance management and governance across all Service Delivery KPIs, SLAs, on daily/weekly/monthly basis with Operations, Account Delivery and Client.
• Responsibility and ownership for Account-specific expertise and SME knowledge.
• Excellent problem solving skills including RCA and data analytics.
• Document and review trends over a period to identify consistent patterns and observations.
• Manage changes to the scope of Services for the account and ensure right staffing and recovery for the change.
• Collates data into concise reports on service performance against targets.
• Analyze SLA achievements and provide remediation to drive optimization and efficiencies.
• Provide guidance on ITSM processes and drive process optimization.
• Drive efficiency of Incident Management, Request Management, and Cost Control processes.
• Interlock with cross-functional teams to address complex problem resolution to optimize delivery.
• Apply Statistical Process Control methods to measure baseline and improve process performance.
• Implementation of Industry Standard Practices to drive ongoing Service Improvement initiatives/programs.

Job description

• Service Improvement Manager role in individual contributor capacity to support any Dynamic Workplace Services (DWS) towers in scope ( eg. Technical Service Desk, Field Services etc) in a focused capacity or shared services capacity.

• Strong knowledge and experience in Service Desk and or Field Services functions with thorough understanding of standard SLAs and KPIs including their calculations and data sources etc.

• Owner to identifyand execute Service Improvement plans/projects includingprocessand qualityimprovements

• Owner for Project Management of all on-going improvement initiatives including control and report actions on sustaining initiatives

• Ability to identify/drive transformation initiatives/projects including efficiency improvements, cost & resource optimizations, volume reduction opportunities etc that may also involve tools and technology dependencies to drive improvements

• Knowledge and experience driving improvement projects related to shift left from L2 to L1 or L2 to via L1.5 remote resolution desk, self service adoption projects to reduce password reset and status check reductions etc.

• Work closely with Internal and external stakeholders including Account delivery & Client to discuss Service improvement actions, RAILS and review progress.

• Drive Performance management and governanceacross all Service Delivery Measures (KPIs, SLAsetc)on a daily, weekly or monthly basis including reviews with Operations, Account Delivery and Client.

• Responsibility and ownership for Account-specific expertise and SME knowledge

• Excellent problem solving skills including opportunity identification, RCA, data analytics etc

• Documents and reviews trends over a period to identify any consistent patterns and observations

• Being the expert on the account, manage all Changes to the Scope of Services for the account and ensuring right staffing and recovery for the change

• Collates all data into a concise and comprehensive report on service performance, as measured against agreed business targets & goals

• Analyze the Service Level achievements compared to SLA's and provide remediation support when needed and drive optimization and efficiencies

• Provide guidance on ITSM processes and drive process optimization

• Driving the efficiency and effectiveness of the Incident Management, Request Management, and Cost Control processes

• Interlock with cross functional teams to drive actions to address complex problem resolution to optimize delivery

• Apply Statistical Process Control methods to Measure the baseline and Improve Process Performance

• Implementation of Industry Standard Practices to drive ongoing Service Improvement initiatives/projects/programs.