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Date: Jan 21, 2018

Location: Bangalore, KA, IN

Company: NTT DATA Services

Req ID: 14242 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Service Manager to join our team in Bangalore, Karnātaka (IN-KA), India (IN).



  • 5+ yrs of hands on experience as a Service Delivery Manager
  • Set up L2 service center in line with the best practices methodology (managing risk, governance, quality assurance, issue resolution, reporting).
  • To plan, set up, run and manage the L2 Service operations for a global user base with increasing volume of tickets as and when additional solutions are rolled in to support.
  • Role also warrants interfacing with other pieces of support structure including – L1, L3, BASIS, Transition teams to ensure seamless ticket resolution.To manage the day-to-day ticket inflow and resolution with resources available under 18X5 in office support & on call support for other times
  • Ensure Ticket resolution as per the SLA agreed with the customer and ensure highest degree of customer satisfaction
  • To monitor project performance through various service operations metrics (KPI, SLA, Team composition ratios, cost, etc.) and ensure effective execution by meeting set targets
  • To interface with Quality Assurance Groups and ensure that the deliverables are meeting all the applicable / relevant standards
  • Ensure process compliance as per internal as well as customer standards
  • To work with the PMO group (Global and local) and ensure that all service operations and quality metrics are properly captured and reported
  • To work with Transition Manager and Template Leads for smooth transition of templates in to support operations through active involvement in all phases of transition (discovery, planning, KT, shadowing, reverse shadowing, stabilization)
  • Resource planning for service operations by understanding the ticket volumes and ensuring optimal utilization of resources deployed
  • Monitor cost aspects and escalate to Delivery Head and Engagement Head well in advance on deviations and suggested corrective actions.
  • Adhere to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues
  • Review the service operation metrics to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction



  • Experience in setting up and managing support operations focusing on SAP
  • Standardise support operations across solution templates & geographies and propagate best practices and proven processes.
  • Project Management qualification is desirable
  • Developed communication and diplomacy skills with a strong ability to persuade and influence client and stakeholder relationships
  • Experience in managing dynamic project situations in a multi-vendor environment
  • Demonstrable experience and capability to manage projects autonomously
  • Experience of managing, direct or matrix, project managers, technical resource and other resource part of service operations


This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 100,000+ professionals in more than 50 countries, and NTT Group, a partner to 85 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




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