IT Service Delivery Lead & Program Management Advisor

NTT DATA, Inc.; Irving (TX); On-site; USD 96,000 - 99,000; Full time

Job summary

NTT DATA, Inc. is seeking a Service Delivery Manager / Project Program Management Advisor to join our Dallas-area team. You will own end-to-end service delivery for IT/application support, coordinating with onsite client stakeholders and offshore delivery partners.

The role emphasizes strong governance, incident response, change and release management, and continuous improvement to optimize performance, customer experience, and value delivery.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, Business, or related discipline.
• 10+ years of IT experience in service delivery, applications, or operations.
• 5+ years of service delivery/management experience.
• 3+ years managing services across ERP and non-ERP applications.
• 3+ years leading onsite and offshore/nearshore teams.
• 5+ years of strong client-facing and stakeholder-management experience.
• 3+ years managing SLA/KPI-driven managed services.

Responsibilities

• Serve as the primary onsite service-management contact for the client.
• Own end-to-end delivery of contracted IT/application support services.
• Act as the bridge between onsite client stakeholders and distributed delivery teams.
• Lead/coordinate Major Incident Management for critical disruptions and RCA.
• Ensure operational readiness for changes and releases; participate in CAB.
• Own governance framework and present SLA/KPI/incident trends.
• Drive continuous improvement, automation, and knowledge management initiatives.
• Monitor workload, capacity, and vendor/SLA performance.

Skills

Stakeholder management

IT service delivery

Incident management

Problem management

Cross-functional collaboration

Education

Bachelor's degree

Job description

NTT DATA, Inc. is seeking a Service Delivery Manager / Project Program Management Advisor to join our Dallas-area team. You will own end-to-end service delivery for IT/application support, coordinating with onsite client stakeholders and offshore delivery partners.

The role emphasizes strong governance, incident response, change and release management, and continuous improvement to optimize performance, customer experience, and value delivery.