Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at NTT DATA The Service Management Specialist is a seasoned subject matter expert, responsible for high-level relationship management during delivery of a services engagement or an outsourced services solution. This role is accountable for conducting a deep dive analysis of operational performance metrics and for client satisfaction, ensuring that the ongoing service delivery and support meets agreed customer requirements. The Service Management Specialist works with relevant business stakeholders to understand and translate customer requirements into activities, measures, or service components that will ensure that the service operations and delivery teams can meet those. Key responsibilities: Monitors operational performance metrics on a day-to-day basis. May assist with conducting analysis of operational performance metrics. Ensures that operational activities and problems are identified, recorded, monitored, and escalated for resolution. Acts as a conduit for service management that works with relevant delivery teams to ensure optimal service delivery to regions. Supports with the investigation and management of the adoption of appropriate tools, techniques, and processes (including automation) for the management of systems and services. Collects and uses feedback from clients and stakeholders to help measure the effectiveness of stakeholder management. Maintains operational methods, procedures, and facilities in assigned areas of responsibility and reviews them regularly for effectiveness and efficiency. Ensures the continuous delivery of the service according to the service level agreement (SLA). Supports with the analysis of client satisfaction survey results and ensures that the information is used to enhance service delivery in line with client expectations. Supports with the management of client satisfaction by ensuring that services are delivered according to agreed service definitions and service level agreements and other contracts. Conducts regular service reviews and applies service delivery improvements/change management processes to ensure that service delivery is maintained. Supports with the identification of risks to service delivery and helps to identify and implement appropriate solutions/service improvement plans to reduce the likelihood of escalations and/or delivery impact to the client and improves quality of service. Contributes to pre-sales processes by providing information on pain points and service delivery performance metrics. Works in collaboration with the transition team ensuring the transition of service contracts into operations. Performs any other tasks as required by senior leadership/management. To thrive in this role, you need to have: Seasoned client engagement skills with the ability to support in medium to high complexity engagements. Seasoned working knowledge of ITIL functions and relevant internal services operations and business metrics. Good quality orientation and the ability to focus on detail with an understanding of how it impacts the holistic service. Assertive in approach, displaying persuasion and influence ability. Seasoned understanding of the IT industry and standards for IT service management (PMBOK, Prince2, ITIL, COBIT frameworks). Excellent communication skills (both verbally and written) with the ability to employ these skills to interact with a variety of stakeholders. Skilled at solving problems and using initiative to drive innovation and identify potential opportunities within the accounts. Seasoned technical knowledge of relevant internal services offerings, and associated platforms and processes. Seasoned exposure and working-level knowledge of all IT technology domains including (but not limited to) Data Center, Networking, Security, Cloud, Collaboration etc. Seasoned understanding of emerging technology and trends impacting IT operations. Academic qualifications and certifications: Bachelor's degree or equivalent in information technology, computer science, or a related field. Relevant professional certifications such as ITIL Expert, PMP (Project Management Professional), or other relevant certifications are highly beneficial. Required experience: Seasoned demonstrable work experience gained within a large scale (preferably multinational) technology services environment. Seasoned demonstrable IT Infrastructure services operations experience gained within a large IT enterprise environment. Seasoned demonstrable vendor management experience. Seasoned experience in developing and implementing improvement plans and services. Seasoned previous experience in client needs assessment, meeting quality standards for services, and evaluation of client satisfaction. Workplace type: Hybrid Working About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D. Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today. Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us. Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!

Service Management Specialist.

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