IT Service Delivery Lead: ITIL, SLAs & Governance

Ellenco Estágios e Treinamentos; Indiana (PA); On-site; USD 90,000 - 130,000; Full time

Job summary

NTT DATA is seeking a Service Manager to oversee the delivery of IT and business services, acting as the main liaison among stakeholders, delivery teams, support teams, and vendors to ensure services meet SLAs and standards.

You will drive incident, problem, change, and release management, monitor performance, and lead governance reporting. A multi-vendor and cross-functional collaboration mindset is essential in this role.

Qualifications

• Experience delivering IT or business services with measurable quality.
• Familiar with ITIL processes and governance.
• Strong analytical and reporting capabilities.
• Experience managing multi-vendor support is a plus.

Responsibilities

• Oversee end-to-end service delivery for applications and platforms.
• Ensure adherence to SLAs, KPIs, and OLAs.
• Monitor performance, incidents, and customer satisfaction.
• Coordinate incident, problem, change, and release management.
• Lead root cause analysis and preventive actions.
• Conduct service reviews with stakeholders and vendors.
• Maintain governance dashboards and operational metrics.
• Manage escalations and coordination across teams.

Skills

IT Service Management

Service Delivery

ITIL

SLA / KPI Reporting

Stakeholder Management

Incident / Change / Release

Vendor Management

Analytics & Dashboards

Tools

ServiceNow

Remedy

Jira

BMC

Job description

NTT DATA is seeking a Service Manager to oversee the delivery of IT and business services, acting as the main liaison among stakeholders, delivery teams, support teams, and vendors to ensure services meet SLAs and standards.

You will drive incident, problem, change, and release management, monitor performance, and lead governance reporting. A multi-vendor and cross-functional collaboration mindset is essential in this role.