Strategic Service Delivery & Program Manager

NTT DATA, Inc.; Dallas (TX); On-site; USD 80,000 - 148,000; Full time

Job summary

NTT DATA Services in Dallas, TX is seeking a seasoned Service Delivery Manager / Project Program Management Advisor to lead onsite client relationships and end-to-end service delivery for IT applications. The role requires coordinating with onsite and offshore teams, guiding major incidents, changes, and governance while driving continuous improvement.

The ideal candidate will have 10+ years in IT service delivery, strong stakeholder-management skills, and experience across ERP and non-ERP

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related discipline.
• 10+ years of IT experience, with significant experience in IT service delivery, application support, managed services, or IT operations.
• 5+ years of service delivery / management experience.
• 3+ years of experience managing services across ERP and Non ERP Applications.
• 3+ years of experience managing onsite and offshore/nearshore teams.
• 3+ years of experience supporting complex enterprise applications and integrations.
• 5+ years of strong client-facing and stakeholder-management experience.
• 3+ years of experience managing SLA/KPI-driven managed services.

Responsibilities

• Client & Stakeholder Management: primary onsite service-management contact for the client; build and maintain relationships with IT/business stakeholders; conduct regular service reviews with client leadership.
• Service Delivery Management: own end-to-end delivery of contracted IT/application support services; ensure compliance with SLA/OLA/KPI; manage incidents, service requests, problems, changes, and escalations.
• Onsite–Offshore / Nearshore Coordination: bridge between onsite client stakeholders and distributed delivery teams; establish ownership across L1–L3 support; coordinate across time zones.
• Major Incident & Problem Management: lead Major Incident Management for critical disruptions; drive RCA and preventive actions; track actions through closure.
• Change & Release Management: ensure operational readiness for changes/releases; participate in CAB; coordinate deployments and post-release stabilization.
• Governance & Reporting: own governance framework; present SLA/KPI, incident trends, backlog, capacity, risk; conduct reviews; push continuous improvement.

Skills

Stakeholder management

IT service delivery

Client-facing

SLA/KPI management

Education

Bachelor's degree in CS/IT/Engineering/Business

Job description

NTT DATA Services in Dallas, TX is seeking a seasoned Service Delivery Manager / Project Program Management Advisor to lead onsite client relationships and end-to-end service delivery for IT applications. The role requires coordinating with onsite and offshore teams, guiding major incidents, changes, and governance while driving continuous improvement.

The ideal candidate will have 10+ years in IT service delivery, strong stakeholder-management skills, and experience across ERP and non-ERP