Manager, Services Management

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 Manager, Services Management to join our team in Harrisburg, Pennsylvania (US-PA), United States (US).

Job Duties:

• Manages the architecture, definition, implementation and facilitation / consultation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards and models.
• Drives continuous process improvement to achieve client satisfaction.
• Builds and promotes a quality-oriented culture in the organization, through innovative quality infrastructure, communications, awareness programs and training.
• Formulates and drives implementation of process framework, ensuring conformance/compliance to the organization's quality management system in alignment with corporate standards. 
• Provides direct supervision to a large team of operational, production, service, or administrative team members
• Work is guided by operational and project objectives.
• Sets and communicates clear expectations for work outcomes and manages performance.
• Defines effective and efficient quality processes and monitors quantitative process management.
• Identifies best practices for the organization with particular focus on achieving high value-added services and operational excellence.
• Interacts with various stakeholders to effectively monitor the implementation of quality processes.
• Work with the support teams and customer leadership to design and implement Service Level and Human Experience performance metrics reports and dashboards.
• Sets direction, leads institutionalization of processes consistent with known best practices and participates in senior leadership reviews to ensure processes have comprehensive organizational impact.

Basic Qualifications:

• 5 years' experience managing an engagement's compliance to contract standards
• 3 years' experience supporting Public Sector accounts
• ITIL v3 Foundations certifications
• Must be willing to travel as business needs dictate.
• Must live a commutable distance from the client site in Harrisburg, PA
• Must be a US Citizen or Green Card Holder.

Highly Preferred Skills:

• Advanced knowledge of relevant operational process area software and support, infrastructure services and business process services.
• Advanced knowledge on any two Quality Assurance Models (ISO 9001, 20000, 27001, CMMI, PCMM, Six Sigma techniques).
• Advanced knowledge of audit process and auditing skills.

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About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

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.