Technical Project Lead - ITSM

Req ID: 370562 

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 Technical Project Lead - ITSM to join our team in Gurgaon, Haryāna (IN-HR), India (IN).

Lead and govern the transition from Symphony Summit to ManageEngine ITSM by acting as the single ITSM design and delivery authority. This role ensures ITIL‑aligned process design, correct ManageEngine configuration, and strong oversight of the implementation partner, with early risk identification and proactive course correction.

Key Responsibilities

ITSM Process & Design

• Own ITIL‑aligned design for Incident, Request, Problem, Change, SLA/OLA, Service Catalog & CMDB
• Define standard service offerings, workflows, approval models, and escalation logic
• Ensure process standardization and audit readiness

ManageEngine Tool Governance

• Act as design authority for ManageEngine ITSM configuration
• Review and validate workflows, automations, SLAs, roles, and reports
• Prevent over‑customization and ensure long‑term scalability

Implementation Partner Oversight

• Govern system integrator deliverables (design, build, migration, integrations)
• Independently review solution designs and challenge gaps early
• Drive timely course correction to avoid post‑go‑live rework

Transition & Migration

• Lead Symphony Summit → ManageEngine migration strategy
• Oversee data migration, cutover planning, UAT, and hypercare
• Ensure business continuity during transition

Governance & Stakeholder Management

• Run execution governance, risk tracking, and status reporting
• Act as single point of accountability for ITSM transition outcomes

Required Skills & Experience

• 10–15 years in IT Service Management / IT Operations
• 5+ years in ITSM tool implementation or governance roles
• Strong hands‑on expertise in ITIL v3 / ITIL 4
• Proven experience with ManageEngine ServiceDesk Plus / ITSM suite
• Strong vendor and program governance skills
• Experience in ITSM tool migration (Symphony Summit or similar preferred)

Certifications (Preferred)

• ITIL v3 / ITIL 4
• PMP / PRINCE2
• ManageEngine certification (advantage)

Success Metrics

• ITIL‑compliant ITSM processes with minimal post‑go‑live changes
• On‑time, quality ManageEngine delivery
• Low rework due to design or configuration gaps
• Smooth transition with no major business disruption

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.

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