Delivery Manager

Req ID: 301502 

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 Washington, District of Columbia (US-DC), United States (US).

Responsibilities:  

The ITIL Delivery Sr.  Manager role is primarily responsible for overseeing the Problem Management Practice with hooks into Knowledge Management, Risk Management, with coordination in all other ITIL Service Management Practices, as they pertain to IT service availability, reliability, and consistency of delivery.  This is a management role, and the supervisor will be involved in hiring, training, and managing a team of 3-10 individuals that are a combination of direct hire and contractors.  This leader will be responsible to provide leadership, coaching, career development and assist with the human resources, payroll, and other questions from team members. 

The ITIL Delivery Sr.  Manager will play an integral role in acting as a point of contact between the agency’s IT Chief Information Technology Officer and other customer representatives.  This is a customer-facing role, and the perfect candidate will be able to maintain a positive relationship between customers, peers, and end users to ensure a high-level of customer satisfaction within contractually defined parameters. This leader will be designated as the primary point of contact for all Problem Management and related Practices for the agency and will have a finger on the pulse of all issues both impacting and potentially impacting.  The ideal candidate will have the demonstrated ability to brief complex information with confidence to customers at multiple levels of the organization and customers with varying levels of technical expertise. 

Day to Day Job Duties: 

• Maintain, update, and draft all Standard Operating Procedures across designated workstreams. 
• Manage a team of up to 10 personnel, providing leadership, direction, and coaching. 
• Act as liaison between technical teams and customers for levels of communication encompassing routine discussions to urgent concerns with short timelines. 
• Identify potential outages, causes, mitigation strategies, and process improvements and perform research on technical issues to ensure they were completed utilizing the NTT Data Best Practices and customer standards. 
• Prepare and deliver analyses of data to executive-level customers during weekly meetings and as determined by contractual deliverables to demonstrate the status of the environment. 
• Conduct daily internal and customer-facing meetings to present daily high-priority issues and statuses of NTT DATA managed workstreams. 
• Calculate SLAs as they pertain to assigned areas of responsibility. 
• Analyze data to identify initiatives for improvement. 
• Work with leadership to identify improvement opportunities and transform the Problem and Risk Management Practices for the program.  

Basic Qualifications: 

• Active Interim Secret or Active Secret Clearance 
• BS/BA in Computer Science, Information Systems, Engineering, Business, Physical Science, or other technology-related 
  • Associate degree in an IT related field plus 4 additional years of IT related work experience in lieu of a BS/BA 
  • 8 additional years of IT related work experience in lieu of a degree 

• ITIL Foundation Certification (v3 or v4) 
• Minimum 5 years of experience lea