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Service Delivery Manager

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Date: Jan 2, 2019

Location: Lexington, MA, US

Company: NTT DATA Services

Req ID: 37029 


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 Service Delivery Manager to join our team in Lexington, Massachusetts (US-MA), United States (US).



The NTT DATA Service Delivery Manager is responsible for leading NTT DATA’s IT Services Support to the client with direct accountability for the delivery of service commitments. They oversee and manage an IT outsourcing engagement, comprised of Service Desk, Customer Service, SAP, Deskside Field Services agents, and technicians for MIT Lincoln Laboratory, a northeast based FFRDC.  This individual directly leads the efforts of the delivery personnel to ensure customer needs and contract requirements/SLAs are maintained or exceeded.  NTT DATA services are delivered within the ITIL ITSM discipline and maintained through a continuous quality assurance program.  Additionally, the role requires daily, consultative IT Operations management support to the customer and the customer’s end user clients.


Key Responsibilities:

  • Deliver a remote help desk service with business continuity – currently 24x7
  • Deliver onsite field services for client and mobile based computing and mobility platforms, including all related IT services (accounts, apps, etc.)
  • Active member of customer’s change management, project management, escalation and incident management teams
  • Formalize collaboration meetings with third party resolver groups on a regular basis
  • Contribute to Customer project participation, prioritization and resourcing efforts
  • Lead customer governance meetings and deliver metrics and SLA reporting on an ad-hoc and scheduled weekly, monthly and quarterly basis
  • Anticipate operational issues, develop proactive measures for resolution, and execute preventive activities
  • Develop and maintain staffing plans for Service Desk, Field Services, Customer Service, and SAP teams
  • Mentor team members in Service Desk, Field Services, Customer Service, and SAP teams on delivery management best practices and process improvement opportunities


  • 10 years of relevant experience with a Bachelor’s Degree, 14 years’ experience with Associate Degree, 18 years’ experience with High School Diploma.

  • Requires experience in supervising and building relationships with people at a variety of levels
  • Requires demonstrated ability to launch and deliver IT projects on time and within budget
  • Requires excellent oral, written communication, and presentation skills

Ability to Obtain a Secret Clearance Required


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 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.




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