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Date: Dec 20, 2017

Location: White Marsh, MD, US

Company: NTT DATA Services

Req ID: 8901 


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 End User Services Delivery Leader to join our team in White Marsh, Maryland (US-MD), United States (US).




NTT Data Services is currently looking for a Field Tech Senior Specialist Advisor to work with our client in Silver Spring, Maryland.


Customer requires a service delivery leader to coordinate and oversee Field Services and Desktop Engieering activities, acting as the single point of contact for executive leadership representing all of End User Services.



-Serves as point of contact for End User Services operational delivery

- Coordinates cross-tower integration to ensure consistent and repeatable processes

- Consults with tower leads to establish strategic plans and objectives

- Helps drive decisions on administrative or operational matters and ensures operations' effective achievement of objectives.

- Establishes and manages internal OLAs between towers by creating and monitoring pertinent metrics.

- Identifies and oversees service level improvements with EUS Towers and suppliers.

- Coordinates with towers on residual impact of incident handling

Meeting with customer executives to review status and future requirements

- Establishes metrics, analyzes results and identifies trends for internal operational reporting

- Conducts weekly operational meetings

- Reviews knowledgebase and identifying documentation requirements

- Monitors key performance indicators (KPI) on incident/request volume and performance

- Performs technical root cause analysis on systematic failures

- Conducts risk assessments and develops mitigation plans

- Transforms organization to become more proactive and predictive

- Works with third party vendors to resolve product-level problems, coordinates monitoring of vendor performance

- Coordinates quality assurance and end user testing of enterprise releases





Primary qualifications include:


- Ability to deal with ambiguity, and to motivate and develop teams and individuals.

- Excellent interpersonal skills and ability to work collaboratively in a team environment.

- Effective organizational and administrative expertise with strong attention to detail and reporting deadlines.

- Ability to manage multiple projects simultaneously

- Intermediate knowledge of Microsoft System Center Configuration Manager and other systems management applications

- Intermediate knowledge of Active Directory and Network troubleshooting

- Working knowledge of Windows Server, SQL Server, Internet Information Services (IIS), and Windows Server Update Services (WSUS)

- Working knowledge of virtual desktop infrastructure (VDI) platforms

- Working knowledge of disk encryption and anti-malware technologies

- Working knowledge of mobile device management (MDM) applications

- Ability to understand healthcare applications and requirements for end user services (i.e. Cerner and Imprivata OneSign)

- Experience with Office 365

- Demonstrated experience leading technical teams

- Experience leading large-scale technical projects

- Expert knowledge of Windows Operating Systems, including a solid understanding of the file system, registry and WMI

-10+ years of experience

- Bachelor's degree or equivalent work experience in a large organization

Basic Qualifications :

10 + years of IT experience in the above skills



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 100,000+ professionals in more than 50 countries, and NTT Group, a partner to 85 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, 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.




Nearest Major Market: Baltimore

Job Segment: Consulting, System Administrator, Database, SQL, Quality Assurance, Technology