Account Service Manager- ITSM at NTT DATA

Plano, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

01 Apr, 26

Salary

0.0

Posted On

01 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITIL, Change Management, ServiceNow, Incident Management, Problem Management, Request Management, Service Level Management, Configuration Management, Client Management, Technical Resolution, Communication, Process Improvement, Coaching, Training, Analysis, Metrics

Industry

IT Services and IT Consulting

Description

Req ID: 334724 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 Plano, Texas (US-TX), United States (US). 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. We are currently seeking a CSI Manager to join our team. The change Manager role ensures all projects and IT infra (change initiatives) meet objectives on time and on budget by increasing employee adoption and process usage.The change manager will ensure due diligence has been completed before allowing change requests into production.An ideal candidate thrives in a dynamic fast-paced environment and has an ITIL background in leading content and information architecture strategy across an organization. In your role, you will ... ▪ Administer the ongoing system enhancements and future deployments initiated via the support teams and business▪ Lead the CAB meetings and pass the required phases of Change requests ▪ Monitor success criteria, metrics, milestones, and timelines for deployment of change requests ▪ Ensure Change requests are signed off when complete and relevant information is handed to the appropriate technical documentation writers for publication ▪ Communicate change management plans to stakeholders to implement strategies through cross-functional teams; identifies and leads opportunities for process improvements ▪ Conduct analysis to make recommendations, assess effectiveness, and mitigate risk in the existing change management process ▪ Plan change management activities that meet the different needs and values of the individual teams and functions within the business unit ▪ Communicate the vision of continuous process improvement (CPI) across the IT organization, Define and create reports on CSI, critical success factors (CSFs), key performance indicators (KPIs) and SLAs ▪ Gather feedback from end users to understand how to improve efficiencies when it comes to change management ▪ Provide relevant coaching, training, and support to champion change management culture within the organization. As our ideal candidate, ▪ You have a University Degree in Engineering, Computer Science, or relevant technical degrees ▪ You have 8 years of experience in IT Change Management ▪ You have ITIL Foundation Certification, ▪ You have 5 years of working experience in ITSM processes and ServiceNow, specially ServiceNow Change Management module. ▪ You have outstanding communication skills - Written and Verbal, in English ▪ You have expertise on Microsoft Word, Excel and PowerPoint 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 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.

Responsibilities

The Account Service Manager oversees ITIL-based service support and technical account management, ensuring effective incident ownership and client account management. Responsibilities include managing service delivery processes and leading change management initiatives.