Account Service Manager - ITSM

Req ID: 303566 

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 Account Service Manager - ITSM to join our team in Vancouver, British Columbia (CA-BC), Canada (CA).

Leads, oversees, facilitates, and administers ITIL based service support on a 24x7 basis

• Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
• Compiles analyses and reports statistical data and trends relating to service level compliance and operational effectiveness
• Leads the account and works toward building Client relations
• Focus on Gaps and Process improvements
• Suggest and share ITIL Best practices and help implement the same
• Adapts communication techniques for audiences at multiple internal and external levels
• Monitor alerts and manages Critical Incidents from a Service Management perspective and not technical
• Manages vendor relationship
• Allocates work and mentors others

Requirements include:

Typically, 8+ years of relevant experience or equivalent combination of education and work experience with 2+ years of knowledge and experience with ServiceNow.

• A strong understanding of ITIL processes and principles and ITIL certification is required
• Strong verbal and written communication skills
• Strong ability to create and document processes.
• Leadership skills that enable high-level service delivery processes and associated projects
• Experience with handling multiple accounts
• Competencies in conflict resolution, customer service, facilitation, and executive presentation
• Owns one or more service delivery processes with a deep understanding of the primary subject area and a broad understanding of related ITIL subject areas
• Leads continuous improvement activities in support of client or internal business processes
• Undergraduate degree or equivalent combination of education and work experience
• Handles diverse issues and leads projects that contribute to the company's success

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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