What are the responsibilities and job description for the Information Technology Service Delivery Manager position at NTT DATA Europe & Latam?
IT Infrastructure Support Service Manager
NTT DATA is a team of more than 190,000 diverse professionals, operating in more than 50 countries throughout the world. The sectors where we have activities include: telecommunications, finance, industry, utilities, energy, public administration and health.
Our mission? Offer technological solutions, business, strategy, development and maintenance of applications, while being a benchmark in consulting. All thanks to the collaboration between teams, the human quality of our people and the fact that we do not conform to what is established, we always seek innovation that brings us closer to the future.
Our essence has led us to the forefront of technology, breaking paradigms and providing solutions that truly respond to the needs of each client. Our talent has led us to be one of the top 6 technology companies in the world.
Because #Greattech, needs #GreatPeople, like you
NTT DATA is looking for high-achieving team players that are quickly adaptable to new challenges and entrepreneurial ventures. We are looking for an IT Infrastructure Support Service Manager to work in Boston, MA on a hybrid schedule with our global client.
We are seeking an experienced IT Infrastructure Support Service Manager to lead the transition and management of IT infrastructure services for our client in the renewable energy industry. This position will be responsible for managing service delivery, coordinating projects, and ensuring the overall quality and performance of IT infrastructure services across multiple locations in the U.S. and Canada. The ideal candidate will have strong leadership and communication skills, as well as a deep understanding of IT and OT managed services, and the ability to manage relationships with key stakeholders.
Key Responsibilities:
Service Management:
- Serve as the primary point of contact between the service provider and the client for contractual and service quality matters.
- Participate in monthly management meetings with the client to analyze service quality and performance.
- Conduct weekly or biweekly meetings with the client to coordinate service delivery, focusing on:
- Reviewing open and closed incidents, including root cause analysis (RCA).
- Monitoring tasks with imminent or realized SLA breaches.
- Tracking progress of requests and scheduled tasks.
- Identifying any pending approvals required for task execution.
- Scheduling activities based on client's business requirements.
- Reporting any contractual issues hindering service delivery.
- Reviewing ongoing project statuses.
- Managing resource plans and escalation paths to ensure resource availability.
Project Management:
- Act as the Project Manager (PM) for IT Infrastructure Support projects, overseeing all aspects related to:
- Strategic decisions and project planning.
- Compliance with service levels and project completion summaries.
- Managing variations, deviations, and major changes in planning, work teams, or resources.
- Coordinating project operations and service delivery.
- Ensuring the quality of service and identifying necessary contractual adjustments.
Stakeholder Management:
- Build strong relationships with both internal teams and client stakeholders.
- Act as the sole point of contact for the client in the U.S., managing project updates and issue resolution.
- Provide daily updates on project progress, proactively addressing challenges and concerns.
- Support the internal shift from outside services to an outsourced model, guiding the client through the transition.
Key Requirements:
Experience:
- 8 years of experience in IT/OT Managed Services Delivery.
- 8 years of hands-on experience with IT/OT systems.
- Strong understanding of IT/OT environments, with experience managing services across multiple locations (100 ).
- Experience leading technical teams and coordinating work across diverse groups.
- Demonstrated experience with compiling reports and managing KPI/SLA.
Certifications:
- PMI PMP or similar project management certification (preferred).
- ITIL certified (required).
