Service Delivery Manager

Req ID: 285517 

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 [[Program Manager / Service Delivery Manager]] to join our team in [[Portland]], [[Oregon]], [[USA]].

Service Delivery Manager

NTT DATA, as the Managed Service Provider (MSP), is contracted to provide commodity IT support for our customer based in Portland, OR. The Service Delivery Manager will manage staff and carry out supervisory responsibilities per the organization's policies. The Service Delivery Manager is responsible for meeting all service-level agreements.

RESPONSIBILITIES AND DUTIES:

·        Manage project deliverables and support services such that all the SLA's are met for every measuring period.

·        Ensure contractual deliverables are provided and performance SLA’s are achieved.

·        Enforcing KPI’s/metrics/allocating resources.

·        Participate in the design, build and management of a managed service or equivalent

·        Prepares technical reports on the operation of systems and provides training in system use and access.

·        Provide program reporting for management and stakeholders for the project activities Participates in the planning, implementation, and review processes for new technologies.

·        Strong communication and customer service skills.

·        Strong ITSM knowledge and service delivery.

·        Identify and manage all dependencies, risks and issues that occur during the project life cycle.

·        Ensure smooth and cordial relationship with the team, client and ensure the highest level of customer satisfaction.

·        Manage key stakeholder relationships with transparence and integrity.

·        Work with the Operations Manager to manage staffing, timelines and budget for projects and be accountable for delivering against established company and client commitments.

·        Proficiency in establishing, monitoring, reporting budgets, and overseeing expenditures.

·        Ability to work on problems of diverse scope and extremely complex in nature which may cross many functional areas.

·        Excellent communication (oral and written), judgment, interpersonal, and problem-solving skills.

·        Excellent client relationship-building skills.

·        Hands-on ability to think strategically and tactically.

Basic Qualification

• Bachelor’s degree in computer science, Information Technology, or other technical discipline, or Seven (7) years of relevant IT professional experience. 
• 10 years' experience in Project and Program Management managing a team of at least 10 FTE's.
• 5 years' experience in Service Delivery management with broad business knowledge and managerial experience. 
• 5 years' experience managing an IT Infrastructure Project/Program.
• ITIL V3 Certification
• Must be a US Citizen or Green Card Holder
• Must live a commutable distance from Portland, Oregon

Preferred Qualifications

• PMP certyification
• IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent

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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 nttdata.com 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.