ISTM Service Delivery Manager

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Date: Jul 9, 2024

Location: DC, DC, US

Company: NTT DATA Services

Req ID: 252097 

NTT DATA Services 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 ISTM Service Delivery Manager to join our team in DC, District of Columbia (US-DC), United States (US).


We are seeking a seasoned ITSM (IT Service Management) Service Delivery Manager with extensive experience working with large federal clients. This role will focus on leading IT service management for a prominent federal client with over 5000 client users and data center operations in the Washington D.C. metropolitan area and proximate Virginia. The ideal candidate will possess a proven track record of effectively managing service delivery, a deep understanding of federal client needs, and a valid ITIL v3 or ITIL v4 certification.



  • Lead and oversee the delivery of IT services to a large federal client, ensuring the delivery of high-quality services, client satisfaction, and compliance with service level agreements (SLAs).
  • Collaborate closely with federal client stakeholders to understand their specific IT requirements, business objectives, and security compliance needs.
  • Develop and implement comprehensive IT service management strategies that align with the client's goals and adhere to federal guidelines and regulations.
  • Manage a team responsible for IT service delivery, including helpdesk support, infrastructure maintenance, application management, and data center operations.
  • Oversee the implementation and execution of ITIL best practices for incident management, problem resolution, change management, and service improvement.
  • Ensure effective communication between the service delivery team, cross-functional IT teams, and federal client representatives.
  • Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of IT service delivery, identify areas for improvement, and implement corrective actions as needed.
  • Collaborate with internal teams to manage and optimize data center operations, ensuring security, performance, and scalability.
  • Provide regular updates and reporting to federal clients on the status of IT service delivery, SLAs, and improvement initiatives.
  • Manage budgets and resource allocation for IT service delivery, including staffing, equipment, and tools.
  • Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance IT service delivery strategies.
  • Provide expert guidance to the federal client on IT service management, ITIL principles, and strategies for optimizing IT operations.



  • Bachelor's degree in Information Technology, Business Administration, or a related field. 
  • 10 years of experience in IT service delivery management supporting federal clients security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
  • 8 years of experience leading IT service management for a federal client supporting more than 5000 client users and data center operations.
  • Valid ITIL v3 or ITIL v4 certification is required.
  • Must live a commutable distance to the client's site in NoVa.
  • Must be a US citizen.



About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Nearest Major Market: Washington DC

Job Segment: Data Center, Application Developer, Consulting, Help Desk, Information Technology, Technology

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