Service Management Lead/ Specialist

NTT DATA, Inc.; Dadri, Gurugram District, Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

NTT DATA, Inc. invites qualified professionals to join our ITIL-based service management team. The role focuses on incident, change, and problem management, ITSM transition, and 24x7 service support to ensure high-quality client service.

The candidate will oversee and optimize service delivery processes, report on SLAs, mentor teammates, manage vendor relationships, and drive continuous improvement across multiple accounts.

Qualifications

• 5+ years of relevant experience or equivalent combination of education and work experience.
• Strong understanding of ITIL processes and principals - Leadership skills- Experience with handling multiple accounts- Knowledge of ITIL Tools
• Strong verbal and written communication skills
• Strong ability to create and document processes
• Competencies in conflict resolution, customer service, facilitation, executive presentation

Responsibilities

• Oversees, facilitates, and administers ITIL based service support on a 24x7 basis
• Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
• Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness
• Leads the account and work towards building Client relations
• Focus on Gaps and Process improvements
• Suggest and share ITIL Best practices and help implement the same
• Adapts communication techniques for audiences at multiple internal and external levels
• Monitor alerts and manage the Critical Incidents from SM perspective and not technical
• Manages vendor relationship
• Allocates work and mentor others

Skills

Incident management

Change management

Problem management

ITSM

ITIL

Service management

Tools

ITIL Tools

Job description

Dear Candidate,

We are scheduling a walk-in drive on Tuesday, 25th August 2026 b/w 10:00am to 2:00pm IST.

Mandatory skills - Service management- Incident management/ Change management/ problem Management/ ITSM transition Mgmt.

Role and Responsibility :

• Oversees, facilitates, and administers ITIL based service support on a 24x7 basis
• Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
• Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness
• Leads the account and work towards building Client relations
• Focus on Gaps and Process improvements
• Suggest and share ITIL Best practices and help implement the same
• Adapts communication techniques for audiences at multiple internal and external levels
• - Monitor alerts and manage the Critical Incidents from SM perspective and not technical
• Manages vendor relationship
• - Allocates work and mentor others

Requirements:

• 5+ years of relevant experience or equivalent combination of education and work experience.
• Strong understanding of ITIL processes and principals - Leadership skills- Experience with handling multiple accounts- Knowledge of ITIL Tools
• Strong verbal and written communication skills
• Strong ability to create and document processes
• Competencies in conflict resolution, customer service, facilitation, executive presentation

Regards.

Dimple