Delivery Manager

Req ID: 322494 

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 Delivery Manager to join our team in Atlanta, Georgia (US-GA), United States (US).

Job Title: Service Delivery Manager – EUC

Location: Atlanta, GA

Position Overview:

We are seeking a highly skilled and experienced Service Delivery Manager to oversee and manage service delivery operations of End User Compute and Virtual Desktop

Infrastructure Services for one of our Public Sector customers. The ideal candidate will have a strong background in IT infrastructure, service management, and a proven track record of delivering high-quality services to clients.

 

Key Responsibilities:

• Service Delivery Management: Oversee the delivery of IT services to ensure they meet or exceed client expectations and contractual obligations. Manage service delivery teams and ensure efficient and effective service operations.
• End-User Compute Management: Manage teams responsible for full lifecycle management of end-user devices including imaging, deployment, break-fix support, remote support, and deskside support.  Ensure device availability and performance to meet business needs.
• Client Relationship Management: Build and maintain strong relationships with clients. Act as the primary point of contact for service delivery issues and ensure timely resolution of any problems.
• Performance Monitoring: Monitor and report on service delivery performance, including key performance indicators (KPIs) and service level agreements (SLAs). Identify areas for improvement and implement corrective actions as needed.
• Incident and Problem Management: Lead the incident and problem management processes to ensure timely resolution of issues and minimize service disruptions. Conduct root cause analysis and implement preventive measures.
• Change Management: Manage changes to the build and deploy infrastructure and tools, ensuring minimal impact on service delivery. Coordinate with clients and internal teams to plan and execute changes effectively.
• Continuous Improvement: Drive continuous improvement initiatives to enhance service delivery processes and practices. Implement best practices and industry standards to optimize service delivery.
• Team Leadership: Lead and mentor service delivery teams, providing guidance and support to ensure high performance and professional development. Foster a collaborative and positive work environment.

Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field. A master's degree is a plus.
• Experience: Minimum of 5 years of experience in end-user compute and Digital Experience management and service delivery. Proven experience in managing service delivery teams and client relationships.
• Certifications: ITIL certification is required. Additional certifications in project management (PMP, PRINCE2) and IT infrastructure (e.g., Cisco, Microsoft) are highly desirable.
• Skills:
  • Strong knowledge of Intune, Dex tools, and lifecycle management.
  • Excellent understanding of service management principles and practices.
  • Strong problem-solving and analytical skills.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple priorities and work under pressu