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NTT America Solutions, Inc. Manager, Service Delivery in Hyderabad, India

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Manager, Service Delivery Governance is a management role, responsible for playing a key role in ensuring the effective delivery of services and maintaining governance standards within the organization.

This role is responsible for overseeing the service delivery governance framework, ensuring compliance with policies and procedures, and driving continuous improvement initiatives.

This role has the primary focus to establish and maintain robust governance processes, monitor service performance, and collaborate with cross-functional teams to enhance service delivery efficiency and effectiveness.

What you'll be doing

Key Responsibilities:

  • Leads and manages a team of service delivery professionals providing guidance, mentorship, and performance feedback to ensure effective service delivery operations.

  • Develops and implements service delivery strategies and frameworks to align with business objectives and ensure the efficient and effective delivery of services to clients.

  • Collaborates with cross-functional teams, including sales, operations, and IT, to define and document service level agreements (SLAs), key performance indicators (KPIs), and metrics to measure and monitor service delivery performance.

  • Drives continuous improvement initiatives to enhance service quality, efficiency, and customer experience, leveraging best practices, process optimization, and innovative solutions.

  • Establishes and maintains effective communication channels with stakeholders, providing regular updates on service delivery performance, issues, and resolutions.

  • Monitors and analyzes service delivery metrics and KPIs, identifying trends, gaps, and improvement opportunities, and taking proactive actions to address them.

  • Stays updated on industry trends, emerging technologies, and best practices in service delivery, incorporating relevant advancements into the organization's service delivery operations.

  • Manages service delivery budgets, resource allocation, and capacity planning to ensure optimal utilization and alignment with business needs.

  • Prepares and presents service delivery reports and insights to senior management, highlighting key performance indicators, achievements, challenges, and recommendations for further improvement.

  • Manages and oversees the activities for Governance, risk and compliance function for entire business

  • Manages risk and compliance in accordance with relevant legislation and advise the relevant stakeholders of risk and compliance incidents.

  • Conducts regular internal reviews to ensure compliance to relevant policies and procedures, ensuring the update or modification of such to align with local laws and regulations.

Knowledge and Attributes:

  • Advanced leadership and team management skills, with the ability to inspire and motivate teams to achieve strategic objectives.

  • Advanced knowledge of service delivery governance practices, industry standards, and frameworks such as ITIL (Information Technology Infrastructure Library) or COBIT (Control Objectives for Information and Related Technologies).

  • Excellent analytical and problem-solving abilities, with the capacity to analyze complex data, identify trends, and drive data-driven decision-making.

  • Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels of the organization.

  • Displays strategic thinking and business acumen, with the ability to execute governance strategies.

  • Detail-oriented mindset, with a focus on accuracy and quality in all aspects of work.

  • Advanced project management skills, with the ability to manage multiple initiatives, prioritize tasks, and deliver results within established timelines.

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Business Management, Internal Auditing, Compliance or a related field.

  • Desirable certifications include, ITIL Expert; TOGAF; Six Sigma Green Belt/Blackbelt, CRISC; COBIT 5; ISO 20K and 9k Internal auditor or lead auditor.

Required Experience:

  • Advanced experience in service delivery governance, service management, with a proven track record of designing and implementing effective governance frameworks and driving compliance.

  • Advanced experience leading and managing teams within an information technical services environment.

Workplace type :

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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