ITIL Service Manager

NTT DATA Services•Plano, TX

2d•$79,275 - $132,125•Onsite

About The Position

The ITIL Service Manager 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. Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic.

Requirements

8+ years of experience as a Service Manager
Ability to physically perform general office requirements

Nice To Haves

ITIL Certification
CMDB (configuration management database) experience
Change management, incident management and major incident management
Undergraduate degree or equivalent combination of education and work experience
Excellent understanding of ITIL processes and principals
Excellent written and verbal skills
Excellent ability to create and document process

Responsibilities

Lead large scale projects
Guide others on cross-functional projects outside of their own department
Leads complex service delivery processes and associated projects
Manages service delivery processes in a complex service delivery environment
Develops resolutions and analysis to complex problems that require the frequent use of creativity
Identifies and leads continuous improvement activities in support of client or internal business processes.