Senior Manager Service Management
Senior Manager Service Management
Senior Manager Service Management
Senior Manager Service Management
NTT DATA
Beratung, Consulting
Düsseldorf
- Art der Beschäftigung: Vollzeit
- 92.500 € – 126.000 € (von XING geschätzt)
- Vor Ort
- Zu den Ersten gehören
Senior Manager Service Management
Über diesen Job
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 Senior Manager, Service Management is a senior management role, responsible for overseeing and optimizing the delivery of services to clients. This role has a deep understanding of IT service management, ITIL (Information Technology Infrastructure Library) frameworks, and the ability to align services with business strategy and objectives.
This senior management role is accountable for leading service specialists fostering a collaborative and innovative team culture focused on achieving operational excellence.
The Senior Manager, Service Management is a senior management role, responsible for overseeing and optimizing the delivery of services to clients. This role has a deep understanding of IT service management, ITIL (Information Technology Infrastructure Library) frameworks, and the ability to align services with business strategy and objectives.
This senior management role is accountable for leading service specialists fostering a collaborative and innovative team culture focused on achieving operational excellence.
Key responsibilities:
- Supports with the development and refinements of the service management strategy, aligning it with the organization's overall business goals and objectives.
- Supports with the planning and prioritizing of IT service offerings and initiatives in collaboration with senior management.
- Oversees the end-to-end service delivery process, ensuring that services meet or exceed agreed-upon service levels and quality standards.
- Monitors key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve service performance.
- Establishes and maintains strong relationships with internal stakeholders and may serve as the primary point of contact for service-related matters.
- Ensures client satisfaction through effective communication and by addressing concerns and feedback.
- Works closely with service design teams to create new IT services or modify existing ones based on customer needs and industry best practices.
- Manages service transition activities to ensure seamless deployment and handover to service delivery teams.
- Implements, maintains and continuously improves ITIL-based service management processes, including incident management, problem management, change management, and service request management.
- Accountable for leading services specialists, fostering a collaborative and innovative team culture focused on achieving operational excellence.
- Allocates and manages resources effectively to meet service delivery objectives.
- Explores opportunities for revenue growth through service expansion and enhancements.
- Identifies and mitigates potential risks that could impact service delivery or client satisfaction.
- Supports with the development and implementation of risk management strategies and contingency plans.
- Generates regular reports and performance analytics to communicate service performance, trends, and areas for improvement to relevant business stakeholders.
To thrive in this role, you need to have:
- Extended client relationship management and communication skills.
- Ability to align service management initiatives with business objectives.
- Extended proficiency in service management tools and software.
- Extended focus on service quality, performance, and continuous improvement.
- Extended management abilities.
- Displays a commitment to delivering exceptional IT services.
- Ability to collaborate with cross-functional teams.
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:
- Extended experience in IT service management roles within the IT services industry.
- Extended demonstrable work experience gained within a large scale (preferably multinational) technology services environment.
- Extended demonstrable vendor management experience.
- Extended management and leadership experience.
- Extended experience in developing and implementing improvement plans and services.
- Extended previous experience in client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.
Workplace type :
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 50 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.
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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.
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