The IT Service Manager will be responsible for delivering and managing the service delivery improvement plan, managing risks and issues.

Supporting any changes through effective communication and coordination at all levels of the organisation. Also, To Deputise for the Head of Service Delivery, as needed.

Skill/ Experience

A strong background leading an ITIL Service Management capability with minimum 8 years of Service Management experience.

Implementation of end-to-end ITIL Service Management framework

An In-depth understanding of Service Design & Transition, Major Incident Management, Problem, Change & Release Management, Disaster Recovery & Continuous Service Improvement Management

Background from ITIL Service Management

ServiceNow

Excellent communication skills - collaborative approach.

Able to apply judgement to decision making and prepared to make tough decisions.

Excellent negotiation and relationship management skills. Ability to establish strong working relationships with business and other stakeholders.

Excellent understanding of project & service management delivery methodology, frameworks, and best practice

Passionate about continuous service improvement and delivering results.

Key Responsibilities

Rollout and the overall management of end-to-end ITIL Service Management best practice policies, processes, and procedures to enhance the control and maturity of IT Service Delivery

Responsible for the overall transition of new or changed services into BAU.

Design, deliver and manage the Service Introduction, Design & Transition processes, and the overall governance, ensuring these are communicated and followed throughout the IT function and the business.

Lead Service Reviews with business stakeholder and key suppliers

Create & manage the service delivery service improvement plan, managing priorities, risks, and issues to deliver the target operating model within the agreed timeline working with the Head of Service Delivery

Design and support the Problem Management processes by ensuring that the root cause analysis is conducted, delivering actions to conclusion in a priority and time drive approach, incl. risk management and development of KPI's.

Ensure Service Management processes are fit for purpose, ensuring efficient and effective driven approach and continues service improvement in IT service delivery.

Design and deliver disaster recovery processes, documentation and manage DR plan, including DR tests to meet business requirements and IT obligations in managing follow up actions and improvements.

Responsible for ITIL Service Management toolset to ensure ROI and drive continuous improvements through automation and analytics.

Ensure that CAB is effective and efficient.

Ensure fit for purpose Release Management processes and procedures, liaising with all stakeholders in timely communications and the management of risks and issues

Ensure appropriate risks and issues are escalated in swift manner to Head of Service Delivery

Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches.

Formal Education

Educated to Degree Level or holds relevant industry experience.

ITIL Service Management V3 Expert - Essential.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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