Job Description

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.

Key Responsibilities

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1. Service Management Practice Setup & Leadership

Design, establish, and lead the

Service Management practice

aligned to

ITIL v4

principles. Define the

service management operating model

, governance structure, RACI, and escalation paths. Build and lead a

central Service Management Office (SMO)

or equivalent function. Act as the organizational authority on ITSM policies, standards, and best practices.

2. ITIL Process Ownership & Maturity

Own and mature end-to-end ITIL processes, including but not limited to:

Incident Management Problem Management Change Enablement Service Request Management Service Level Management Configuration & Asset Management (CMDB) Knowledge Management Availability, Capacity, and Continuity Management Define process KPIs, maturity models, and continuous improvement roadmaps. Ensure processes are consistently adopted across teams, suppliers, and regions.

3. Service Performance & Governance

Establish

service performance management

, including SLAs, XLAs, OLAs, and underpinning contracts. Lead service reviews, operational governance forums, and continual service improvement (CSI) initiatives. Drive data-driven insights using service metrics, trends, and root cause analysis.

4. Tooling & Automation

Own or influence the

ITSM toolset strategy

(e.g., ServiceNow, BMC, Jira Service Management). Ensure tools effectively support ITIL processes, automation, self-service, and reporting. Partner with platform teams to drive workflow optimization and AI/automation adoption.

5. Stakeholder & Supplier Management

Act as a trusted advisor to senior IT and business stakeholders on service quality and improvement. Govern service delivery across

internal teams and external service providers

. Ensure supplier services align with service management standards and contractual commitments.

6. Transformation & Continuous Improvement

Lead service management transformation initiatives, including process standardization and cultural change. Embed

continual improvement

as a core practice across delivery teams. Support audits, compliance requirements, and operational risk management.

Required Skills & Experience

---------------------------------

Experience

10+ years in IT Service Management, Service Delivery, or Operations roles. Proven experience

setting up or transforming an IT Service Management practice

at scale. Strong hands-on leadership across multiple ITIL processes. Experience operating in complex, multi-vendor or global environments.

Skills & Competencies

Deep knowledge of

ITIL v4

practices and service lifecycle management. Strong leadership, influencing, and stakeholder management skills. Ability to balance

process governance with pragmatic delivery outcomes

. Excellent analytical, problem-solving, and communication skills. Strong understanding of service metrics, reporting, and performance management.

Certifications (Preferred)

ITIL v4 Managing Professional or Strategic Leader ITIL Expert (v3) or equivalent COBIT, SIAM, or ISO/IEC 20000 knowledge (advantage)

Key Outcomes / Success Measures

-----------------------------------

Established and operational Service Management practice with clear governance Improved service stability, predictability, and customer satisfaction Measurable improvement in ITIL process maturity Consistent SLA/XLA achievement across services and suppliers Embedded culture of continual service improvement

Workplace type

On-site 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 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.

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.