Account Service Manager- ITSM

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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.

Location:

Plano, Texas (US-TX), United States (US).

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis.

• Manage and oversee service delivery processes, including incident management, problem management, request management, change management, service level management, and configuration management.
• Coordinate resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic.

The change Manager role ensures all projects and IT infra (change initiatives) meet objectives on time and on budget by increasing employee adoption and process usage. An ideal candidate thrives in a dynamic fast-paced environment and has an ITIL background in leading content and information architecture strategy across an organization.

• Administer the ongoing system enhancements and future deployments initiated via the support teams and business.
• Lead the CAB meetings and pass the required phases of Change requests.
• Monitor success criteria, metrics, milestones, and timelines for deployment of change requests.
• Ensure Change requests are signed off when complete and relevant information is handed to the appropriate technical documentation writers for publication.
• Communicate change management plans to stakeholders to implement strategies through cross-functional teams; identify and lead opportunities for process improvements.
• Conduct analysis to make recommendations, assess effectiveness, and mitigate risk in the existing change management process.
• Plan change management activities that meet the different needs and values of the individual teams and functions within the business unit.
• Communicate the vision of continuous process improvement (CPI) across the IT organization; define and create reports on CSI, critical success factors (CSFs), key performance indicators (KPIs) and SLAs.
• Gather feedback from end users to understand how to improve efficiencies when it comes to change management.
• Provide relevant coaching, training, and support to champion change management culture within the organization.

• University Degree in Engineering, Computer Science, or relevant technical degrees.
• 8 years of experience in IT Change Management.
• ITIL Foundation Certification.
• 5 years of working experience in ITSM processes and Service Now, especially Service Now Change Management module.
• Outstanding communication skills – Written and Verbal, in English.
• Expertise on Microsoft Word, Excel and PowerPoint.

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.

We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

NTT DATA recruiters will never ask for payment or banking information and will only use  and  email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,

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. For Pay Transparency information, please .

Account Manager, Consulting, Change Management, Computer Science, Business Process, Sales, Technology, Management