Delivery Senior Manager

Req ID: 356221 

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 Delivery Senior Manager to join our team in Atlanta, Georgia (US-GA), United States (US).

Position Overview:

We are seeking a highly skilled and experienced Service Delivery Manager to oversee and manage service delivery operations of End User Compute and Virtual Desktop

Infrastructure Services for one of our Public Sector customers. The ideal candidate will have a strong background in IT infrastructure, service management, and a proven track record of delivering high-quality services to clients.

Key Responsibilities:

• Service Delivery Management: Oversee the delivery of IT services to ensure they meet or exceed client expectations and contractual obligations. Manage service delivery teams and ensure efficient and effective service operations.
• End-User Compute Management: Manage teams responsible for full lifecycle management of end-user devices including imaging, deployment, break-fix support, remote support, and deskside support.  Ensure device availability and performance to meet business needs.
• Client Relationship Management: Build and maintain strong relationships with clients. Act as the primary point of contact for service delivery issues and ensure timely resolution of any problems.
• Performance Monitoring: Monitor and report on service delivery performance, including key performance indicators (KPIs) and service level agreements (SLAs). Identify areas for improvement and implement corrective actions as needed.
• Incident and Problem Management: Lead the incident and problem management processes to ensure timely resolution of issues and minimize service disruptions. Conduct root cause analysis and implement preventive measures.
• Change Management: Manage changes to the build and deploy infrastructure and tools, ensuring minimal impact on service delivery. Coordinate with clients and internal teams to plan and execute changes effectively.
• Continuous Improvement: Drive continuous improvement initiatives to enhance service delivery processes and practices. Implement best practices and industry standards to optimize service delivery.
• Team Leadership: Lead and mentor service delivery teams, providing guidance and support to ensure high performance and professional development. Foster a collaborative and positive work environment.

Basic Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field. 
• Experience: Minimum of 5 years of experience in end-user compute and Digital Experience management and service delivery. 
• Certifications: ITIL certification is required. 

Preferred Qualifications:

• Experience in managing IT services for public sector clients.
• Additional certifications in project management (PMP, PRINCE2) and IT infrastructure (e.g., Cisco, Microsoft) are highly desirable.
• Proven experience in managing service delivery teams and client relationships.
• Knowledge of digital experience and endpoint management solutions.
• A master's degree is a plus.
• Experience with service management tools such as ServiceNow.
• Skills:
• Strong knowledge of Intune, Dex tools, and lifecycle management.
• Excellent understanding of service management principles and practices.
• Strong problem-solving and analytical skills.
• Strong leadership and team management skills
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and work under pressure.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $ 82, 688 – $ 143, 750. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

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.