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Service Management Manual (SMM) Manager

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Date: Feb 4, 2021

Location: San Antonio, TX, US

Company: NTT DATA Services

Req ID: 108568 

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 Service Management Manual (SMM) Manager to join our team in San Antonio, Texas (US-TX), United States (US).

NTT DATA is looking for a Service Management Manual (SMM) Manager to support a critical global program to modernize the Department of Defense Health Agency’s (DHA) Information Technology (IT) infrastructure. This will result in standardized, highly available and robust global IT infrastructure and enterprise services that span DHA from the end-user desktop through the data center while adhering to cost containment and operational efficiencies. The IT infrastructure and operations framework will support a global data communications network and enterprise services infrastructure, managing and governing a network of local and regional Integrated IT Service Providers (ISPs) and vendors. The managed service provider community is delivering data center(s), server hosting and end-user platform capabilities supporting more than 1,200 healthcare delivery and support locations with over 150,000 military personnel.


In this role you will be responsible for planning and implementing the SMM, including its overall taxonomy, organization, and management. This role is responsible for the on-going program for SMM currency, the continual maturity of the SMM, and the drive to unified, standard processes in the Enterprise Information Technology Services (EITS) Environment. This role coordinates with all the ISPs for adoption, participation, and compliance with the SMM – through Service Governance management tools including service-level agreements (SLA) and Operational Level Agreements (OLAs). You will lead a team to develop and maintain the SMM for coordination, management, and reporting of the ISPs across the enterprise. You will ensure that Service Providers provide all documents and processes that support and describe the scope of the Service Provider services in the SMM. As part of your duties you will verify and report on the effective compliance with the SMM authorities, policies, processes, and procedures by the ISPs, Customers, and other vendors.  You will ensure that appropriate changes are assessed for their impact on service levels and carry out the Process Manager responsibilities for the Service Level Management process. You will monitor continual process and service improvements (CPI/CSI) and business process re-engineering (BPR) efforts aligned to the SMM and will fill the role of IT Services Process Architect.


As general role expectations, across all assigned task areas, you may use best practices to carry out business process analysis, re-engineering, process measurements and change management activities. Work with stakeholders to identify business requirements, processes, and risks. Evaluate current business processes and recommend solutions for improvements. Develop and maintain best practices to meet changing business needs. Build and evaluate financial models for cost estimation, cash flow and cost reduction. Prioritize and execute projects for ongoing business improvements. Provide technical advice on processing technology, capability, risks, and costs. Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.

Required Qualifications

  • Eight (8) years of progressive experience in Service Now.
  • IAM II: CompTIA CASP+ CE or equivalent (CAP, CISM, CISSP or Associate, GSLC, CCISO) as approved by the COR
  • ITIL 3 and 4 certification or equivalents
  • U.S. Citizen with the ability to obtain a Public Trust clearance


Desired Qualifications

  • Master's degree [Two (2) years of additional experience along with a bachelor's degree will substitute for a master's degree]
  • Two to four (2-4) years’ experience with ServiceNow at an Enterprise level
  • Two to four (2-4) years’ experience in ITIL implementation at an Enterprise level
  • Demonstrated experience with DoD/military health systems and programs, i.e. MHS, GENESIS, DHA, MTFs, DHMSM
  • Demonstrated experience with DoD/DHA systems/programs/commands in general
  • Demonstrated experience with large ServiceNow implementations, large ITIL v3/ITSM programs, prefer ITIL v4 as well.
  • Demonstrated experience with programs that include many contractors, vendors, and customers in healthcare delivery (hospitals) locations around the country, preferred global.

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 will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

Nearest Major Market: San Antonio

Job Segment: Manager, Consulting, Data Center, Change Management, Business Process, Management, Technology