Req ID: 303566

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, apply now.

We are currently seeking a Account Service Manager - ITSM to join our team in Vancouver, British Columbia (CA-BC), Canada (CA).

Leads, oversees, facilitates, and administers ITIL based service support on a 24x7 basis

• Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
• Compiles analyses and reports statistical data and trends relating to service level compliance and operational effectiveness
• Leads the account and works toward building Client relations
• Focus on Gaps and Process improvements
• Suggest and share ITIL Best practices and help implement the same
• Adapts communication techniques for audiences at multiple internal and external levels
• Monitor alerts and manages Critical Incidents from a Service Management perspective and not technical
• Manages vendor relationship
• Allocates work and mentors others

• A strong understanding of ITIL processes and principles and ITIL certification is required
• Strong verbal and written communication skills
• Strong ability to create and document processes.
• Leadership skills that enable high-level service delivery processes and associated projects
• Experience with handling multiple accounts
• Competencies in conflict resolution, customer service, facilitation, and executive presentation
• Owns one or more service delivery processes with a deep understanding of the primary subject area and a broad understanding of related ITIL subject areas
• Leads continuous improvement activities in support of client or internal business processes
• Undergraduate degree or equivalent combination of education and work experience
• Handles diverse issues and leads projects that contribute to the company's success