ITSM Service Delivery Manager

NTT DATA, Inc.; Washington (District of Columbia); Hybrid; USD 97,000 - 162,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Employer contributions

401k with company match

Paid time off

Employee assistance

Health savings account

Life and AD&D insurance

Disability coverage

Job summary

NTT DATA seeks an ITSM Service Delivery Manager in Washington, DC to lead IT service management for a prominent federal client with 5,000+ users and data center operations in the DC metro area and nearby Virginia.

The role requires ITIL v4 certification and extensive experience delivering services that meet SLAs and security standards in federal environments.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Minimum 10 years of IT service delivery management experience with federal clients and security/compliance (NIST, FISMA).
• Minimum 8 years leading IT service management for a federal client with 5000+ users and data center operations.
• Valid ITIL v4 certification is required.

Responsibilities

• Lead and oversee the delivery of IT services to a large federal client, ensuring high-quality services and SLA compliance.
• Collaborate with federal client stakeholders to understand IT requirements, objectives, and security needs.
• Develop and implement IT service management strategies aligned with client goals and federal regulations.
• Manage a team responsible for helpdesk, infrastructure, applications, and data center operations.
• Oversee ITIL incident, problem, change management and service improvement practices.
• Communicate between delivery teams and federal client representatives.

Education

Bachelor's degree in Information Technology, Business Administration, or a related field

Job description

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NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

We are currently seeking a ITSM Service Delivery Manager to join our team in Washington, District of Columbia (US-DC), United States (US).

Job Summary:

We are seeking a seasoned ITSM (IT Service Management) Service Delivery Manager with extensive experience working with large federal clients. This role will focus on leading IT service management for a prominent federal client with over 5000 client users and data center operations in the Washington D.C. metropolitan area and proximate Virginia. The ideal candidate will possess a proven track record of effectively managing service delivery, a deep understanding of federal client needs, and a valid ITIL v4 certification.

Job Duties:

• Lead and oversee the delivery of IT services to a large federal client, ensuring the delivery of high-quality services, client satisfaction, and compliance with service level agreements (SLAs).
• Collaborate closely with federal client stakeholders to understand their specific IT requirements, business objectives, and security compliance needs.
• Develop and implement comprehensive IT service management strategies that align with the client's goals and adhere to federal guidelines and regulations.
• Manage a team responsible for IT service delivery, including helpdesk support, infrastructure maintenance, application management, and data center operations.
• Oversee the implementation and execution of ITIL best practices for incident management, problem resolution, change management, and service improvement.
• Ensure effective communication between the service delivery team, cross-functional IT teams, and federal client representatives.
• Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of IT service delivery, identify areas for improvement, and implement corrective actions as needed.
• Collaborate with internal teams to manage and optimize data center operations, ensuring security, performance, and scalability.
• Provide regular updates and reporting to federal clients on the status of IT service delivery, SLAs, and improvement initiatives.
• Manage budgets and resource allocation for IT service delivery, including staffing, equipment, and tools.
• Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance IT service delivery strategies.
• Provide expert guidance to the federal client on IT service management, ITIL principles, and strategies for optimizing IT operations.

Basic Qualifications:

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Minimum 10 years of experience in IT service delivery management supporting federal clients security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
• Minimum 8 years of experience leading IT service management for a federal client supporting more than 5000 client users and data center operations.
• Valid ITIL v4 certification is required.

NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $97,391 - $162,319. 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. If the position offered in temporary, the position will not be eligible for incentive compensation. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and 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.

• medical, dental, and vision insurance with an employer contribution
• flexible spending or health savings account
• life and AD&D insurance
• short and long term disability coverage
• paid time off
• employee assistance
• participation in a 401k program with company match
• 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 .

Nearest Major Market: Washington DC
Job Segment: Data Center, Consulting, Help Desk, Information Technology, Change Management, Technology, Management