Job offer
iTSAM Service Excellence Leader
The "iTSAM Service Excellence Leader" role at NTT DATA encompasses several positions in the U.S. that focus on the strategic leadership and optimization of ITSM processes, ITIL best practices, and ServiceNow implementations. These roles require experience in IT strategy, program management, and the continuous improvement of service quality.
Tasks
- Development and implementation of comprehensive ITSM strategies that align with organizational goals
- Leading the service strategy for portfolio management and continuous service improvement
- Management of ITIL and ITSM best practices for service delivery and strategic alignment
- Managing process improvements to optimize service quality, efficiency, and customer satisfaction
- Balancing day-to-day and tactical IT needs, program implementation, business continuity planning, and IT planning
- Defining the ITSM product vision, roadmap, and strategy to align with organizational goals
- Responsibility for the overall governance and strategic planning of ITSM product management
- Definition and maintenance of the IT service catalog, including service descriptions, dependencies, and relationships
- Monitoring and reporting on key ITSM metrics (e.g., SLA compliance, user satisfaction, cycle time)
- Leading cross-functional ITSM improvement initiatives, such as service portfolio management, automation, and change management, to achieve business results
- Definition and implementation of service design, strategic consulting, and continuous service improvement
- ITSM in Practice: Collaborating with internal stakeholders to ensure an appropriate ITSM process design that supports the management, execution, and reporting of IT and business services
- Continuous Improvement: Using process design and metrics with a focus on quality and risk awareness to proactively improve service performance and process management cycles
- Analytics & Reporting: Setting up and maintaining metrics, management dashboards, and periodic reports to communicate performance, the maturity level of service operations, and improvements in service delivery
- Service Desk Management: Defining and maintaining standards, KPIs, and SLAs to support and implement a secure, efficient, and effective IT help desk and service desk
- Service Design & Optimization: Promoting the end-to-end development, management, and optimization of the customer experience for information technology (IT) services
- Technical Leader to Support the IT Strategy and the ITSM Service Operating Model
- Ensuring a robust IT governance process that leads to positive, high-quality IT outcomes
- Monitoring current projects and serving as a technical expert for any issues that arise
- Facilitating cross-functional projects focused on processes, people, and technology that ensure high-quality IT service delivery
- Review and management of contracts/SLAs with external suppliers, where applicable
- Development and implementation of standard and self-service ITSM documentation and service cataloging
- Development and maintenance of ITSM process and procedure documentation, as well as procedures for achieving service quality
- Management of 5+ resource services, including tooling, and 5+ highly complex projects
Requirements
- Proven track record in IT service management, preferably in the financial services sector
- In-depth knowledge of ITIL and ITSM service management, asset management, and ticketing management
- Extensive experience in implementing and optimizing ServiceNow
- Proven operational and practical program implementation skills
Job details
Training opportunities powered by skillaware.