Service Management Specialist

Dimension Data Solutions Limited (Kenya); Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

NTT DATA is seeking a Service Management Specialist in Bengaluru to lead high-level client engagement during service delivery, analyse operational performance metrics, and ensure alignment with customer requirements and SLAs. The role collaborates with delivery teams and stakeholders to translate needs into actionable service components and drive improvements.

Candidates should bring ITIL/ PMP knowledge, strong communication, and an informed understanding of IT service management frameworks to

Qualifications

• Bachelor's degree in information technology, computer science, or related field.
• ITIL Expert, PMP or related certifications are highly beneficial.

Responsibilities

• Monitor operational performance metrics and service delivery against SLA.
• Engage with stakeholders to translate requirements into service activities.
• Support service improvements and change management.
• Conduct regular service reviews and capture feedback for continual improvement.

Skills

ITIL knowledge

Client engagement

Stakeholder management

Problem solving

Communication skills

Education

Bachelor's degree in IT/Computers

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Service Management Specialist is a seasoned subject matter expert, responsible for high-level relationship management during delivery of a services engagement or an outsourced services solution.

This role is accountable for conducting a deep dive analysis of operational performance metrics and for client satisfaction, ensuring that the ongoing service delivery and support meets agreed customer requirements.

The Service Management Specialist works with relevant business stakeholders to understand and translate customer requirements into activities, measures, or service components that will ensure that the service operations and delivery teams can meet those.

Key responsibilities:

• Monitors operational performance metrics on a day-to-day basis.
• May assist with conducting analysis of operational performance metrics.
• Ensures that operational activities and problems are identified, recorded, monitored, and escalated for resolution.
• Acts as a conduit for service management that works with relevant delivery teams to ensure optimal service delivery to regions.
• Supports with the investigation and management of the adoption of appropriate tools, techniques, and processes (including automation) for the management of systems and services.
• Collects and uses feedback from clients and stakeholders to help measure the effectiveness of stakeholder management.
• Maintains operational methods, procedures, and facilities in assigned areas of responsibility and reviews them regularly for effectiveness and efficiency.
• Ensures the continuous delivery of the service according to the service level agreement (SLA).
• Supports with the analysis of client satisfaction survey results and ensures that the information is used to enhance service delivery in line with client expectations.
• Supports with the management of client satisfaction by ensuring that services are delivered according to agreed service definitions and service level agreements and other contracts.
• Conducts regular service reviews and applies service delivery improvements/change management processes to ensure that service delivery is maintained.
• Supports with the identification of risks to service delivery and helps to identify and implement appropriate solutions/service improvement plans to reduce the likelihood of escalations and/or delivery impact to the client and improves quality of service.
• Contributes to pre-sales processes by providing information on pain points and service delivery performance metrics.
• Works in collaboration with the transition team ensuring the transition of service contracts into operations.
• Performs any other tasks as required by senior leadership/management.

To thrive in this role, you need to have:

• Seasoned client engagement skills with the ability to support in medium to high complexity engagements.
• Seasoned working knowledge of ITIL functions and relevant internal services operations and business metrics.
• Good quality orientation and the ability to focus on detail with an understanding of how it impacts the holistic service.
• Assertive in approach, displaying persuasion and influence ability.
• Seasoned understanding of the IT industry and standards for IT service management (PMBOK, Prince2, ITIL, COBIT frameworks).
• Excellent communication skills (both verbally and written) with the ability to employ these skills to interact with a variety of stakeholders.
• Skilled at solving problems and using initiative to drive innovation and identify potential opportunities within the accounts.
• Seasoned technical knowledge of relevant internal services offerings, and associated platforms and processes.
• Seasoned exposure and working-level knowledge of all IT technology domains including (but not limited to) Data Center, Networking, Security, Cloud, Collaboration etc.
• Seasoned understanding of emerging technology and trends impacting IT operations.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in information technology, computer science, or a related field.
• Relevant professional certifications such as ITIL Expert, PMP (Project Management Professional), or other relevant certifications are highly beneficial.

Required experience:

• Seasoned demonstrable work experience gained within a large scale (preferably multinational) technology services environment.
• Seasoned demonstrable IT Infrastructure services operations experience gained within a large IT enterprise environment.
• Seasoned demonstrable vendor management experience.
• Seasoned experience in developing and implementing improvement plans and services.
• Seasoned previous experience in client needs assessment, meeting quality standards f