Service Management Consultant at NTT DATA, Inc. Indiana

Job Overview

The Service Manager is responsible for overseeing the delivery of IT or business services to ensure quality, efficiency, and customer satisfaction. This role acts as the key point of contact between business stakeholders, delivery teams, support teams, and external vendors to ensure services are delivered as per agreed service levels and operational standards.

• Manage end-to-end service delivery for assigned applications, platforms, or business services.
• Ensure services are delivered in line with SLAs, KPIs, and OLAs.
• Monitor service performance, availability, incident trends, and customer satisfaction metrics.
• Lead incident, problem, change, and release management coordination with support and project teams.
• Drive root cause analysis and implement preventive and corrective actions for recurring issues.
• Conduct regular service review meetings with stakeholders, vendors, and internal teams.
• Maintain service governance, reporting dashboards, and operational metrics.
• Manage escalations and ensure timely resolution of critical issues.
• Collaborate with project, infrastructure, application, and business teams for service transition and continuous improvement.
• Support capacity planning, risk management, disaster recovery, and business continuity activities.
• Ensure compliance with organizational policies, security standards, and audit requirements.
• Manage third-party vendors and ensure contractual service commitments are met.

• Strong experience in IT Service Management (ITSM) and service delivery.
• Good understanding of Incident, Problem, Change, Request, and Release Management processes.
• Experience with ITIL framework and service governance.
• Ability to manage SLA/KPI reporting, service reviews, and operational dashboards.
• Strong stakeholder management and communication skills.
• Experience in handling production support, service escalations, and major incidents.
• Knowledge of service transition and continuous service improvement processes.
• Familiarity with ticketing and service management tools such as Service Now, Remedy, Jira, or BMC.

• ITIL certification preferred.
• PMP, Prince2, or Agile certifications are an advantage.
• Experience managing global or multi-vendor support models.
• Knowledge of cloud environments, infrastructure, or enterprise applications is a plus.

• Strong leadership and coordination abilities.
• Excellent problem-solving and decision-making skills.
• Customer-focused mindset.
• Ability to work under pressure and manage competing priorities.
• Strong analytical, reporting, and presentation skills.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.