ITIL Service Manager

NTT DATA, Inc.; Plano (TX); On-site; USD 79,000 - 132,000; Full time

Benefits offered by this job

Health insurance

401(k) or similar retirement plan

Employee assistance programs

Job summary

NTT DATA, Inc. seeks an ITIL Service Manager to lead and coordinate ITIL-based service support for client accounts from Plano, Texas. The role oversees incident ownership, change and problem management, service level oversight, and client communications across 24x7 operations.

Responsibilities include directing cross-functional projects, guiding teams, and driving continuous improvement in service delivery processes while ensuring alignment with client needs and contractual obligations.

Qualifications

• 8+ years of experience as a Service Manager.
• ITIL Certification preferred.
• Excellent written and verbal skills.
• Ability to create and document process.

Responsibilities

• Guide others on cross-functional projects outside of their own department.
• Leads complex service delivery processes and associated projects.
• Develops resolutions and analysis to complex problems that require the frequent use of creativity.
• Identifies and leads continuous improvement activities in support of client or internal business processes.

Skills

Service management experience

ITIL knowledge

Cross-functional coordination

Education

Undergraduate degree or equivalent

ITIL Certification (preferred)

Job description

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

We are currently seeking a ITIL Service Manager to join our team in Plano, Texas (US-TX), United States (US).

The ITIL Service Manager oversees facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic.

Responsibilities

• Guide others on cross-functional projects outside of their own department
• Leads complex service delivery processes and associated projects
• Develops resolutions and analysis to complex problems that require the frequent use of creativity
• Identifies and leads continuous improvement activities in support of client or internal business processes.

Basic Qualifications

• 8+ years of experience as a Service Manager

Additional Preferences

• ITIL Certification
• Change management, incident management and major incident management
• Undergraduate degree or equivalent combination of education and work experience
• Excellent understanding of ITIL processes and principals
• Excellent written and verbal skills
• Excellent ability to create and document process
• Ability to physically perform general office requirements

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $79,275 - $132,125. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, lifeand AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .