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Account Service Specialist

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Date: May 6, 2021

Location: Burnaby, BC, CA

Company: NTT DATA Services

Oversees, facilitates, and administers ITIL based service support on a 24x7 basis
– Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
– Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness
– Leads the account and work towards building Client relations
– Focus on Gaps and Process improvements
– Suggest and share ITIL Best practices and help implement the same
– Adapts communication techniques for audiences at multiple internal and external levels

- Monitor alerts and manage the Critical Incidents from SM perspective and not technical
– Manages vendor relationship
- Allocates work and mentor others

6+ years of relevant experience or equivalent combination of education and work experience.
- Strong understanding of ITIL processes and principals
- Leadership skills
- Experience with handling multiple accounts
- Knowledge of ITIL Tools
- Strong verbal and written communication skills
- Strong ability to create and document processes
- Competencies in conflict resolution, customer service, facilitation, executive presentation




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Job Segment: Change Management, Management