ITSM Service Delivery Manager

Req ID: 252097 

NTT DATA Services 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 ITSM Service Delivery Manager to join our team in DC, District of Columbia (US-DC), United States (US).

Background:

We are seeking a seasoned ITSM (IT Service Management) Service Delivery Manager with extensive experience working with large federal clients. This role will focus on leading IT service management for a prominent federal client with over 5000 client users and data center operations in the Washington D.C. metropolitan area and proximate Virginia. The ideal candidate will possess a proven track record of effectively managing service delivery, a deep understanding of federal client needs, and a valid ITIL v3 or ITIL v4 certification.

 

Responsibilities:

• Lead and oversee the delivery of IT services to a large federal client, ensuring the delivery of high-quality services, client satisfaction, and compliance with service level agreements (SLAs).
• Collaborate closely with federal client stakeholders to understand their specific IT requirements, business objectives, and security compliance needs.
• Develop and implement comprehensive IT service management strategies that align with the client's goals and adhere to federal guidelines and regulations.
• Manage a team responsible for IT service delivery, including helpdesk support, infrastructure maintenance, application management, and data center operations.
• Oversee the implementation and execution of ITIL best practices for incident management, problem resolution, change management, and service improvement.
• Ensure effective communication between the service delivery team, cross-functional IT teams, and federal client representatives.
• Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of IT service delivery, identify areas for improvement, and implement corrective actions as needed.
• Collaborate with internal teams to manage and optimize data center operations, ensuring security, performance, and scalability.
• Provide regular updates and reporting to federal clients on the status of IT service delivery, SLAs, and improvement initiatives.
• Manage budgets and resource allocation for IT service delivery, including staffing, equipment, and tools.
• Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance IT service delivery strategies.
• Provide expert guidance to the federal client on IT service management, ITIL principles, and strategies for optimizing IT operations.

 

Qualifications:

• Bachelor's degree in Information Technology, Business Administration, or a related field. 
• 10 years of experience in IT service delivery management supporting federal clients security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
• 8 years of experience leading IT service management for a federal client supporting more than 5000 client users and data center operations.
• Valid ITIL v3 or ITIL v4 certification is required.
• Must live a commutable distance to the client's site in NoVa.
• Must be a US citizen.

 

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and