ITIL Service & Delivery Manager - Dallas, TX

Req ID: 69936 

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 ITIL Service & Delivery Manager - Dallas, TX to join our team in Dallas, Texas (US-TX), United States (US).

Role Responsibilities:

• Oversees and facilitates ITIL based service support which may include incidents, requests, changes, knowledge management and SLAs
• Continuous service improvement
• Monitor escalation activities for priority 1 and 2 incidents
• Participate in any major Incident management processes as initiated and notified by Customer
• Initiate communications with and escalate such Incidents to the appropriate Customer resources assigned to manage such Incidents within Customer’s Information Technology (IT) department
• Conduct Incident trends amongst End Users, applications and infrastructure devices to identify repetitive Incidents
• Perform the root cause analysis on the Priority Level 01 and Priority Level 02 Incidents
• Prepare and analyze Service Level reports to identify trends in performance of the Services as measured by the Service Level

Basic Required Qualifications:

• 5 years’ experience in Service Management
• 5 years’ of hands on experience with ITIL process's - Incident, Request, Change, Problem, Service Level and Knowledge Management
• ITIL certification

Highly Preferred Skills:

• Hands on experience in Service Now Ticketing Tool
• Good written and verbal communication skills
• Excellent reporting skills - Excel and Powerpoint and Reporting in Service Now
• Previous healthcare- industry experience

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 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com 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, gender identity, 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.