Service Delivery Manager / Project Program Management Advisor

NTT DATA Services•Dallas, TX

9d•$79,684 - $147,563•Onsite

About The Position

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. We are currently seeking a Service Delivery Manager / Project Program Management Advisor to join our team in Dallas, Texas (US-TX), United States (US).

Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related discipline.
10+ years of IT experience, with significant experience in IT service delivery, application support, managed services, or IT operations.
5+ years of service delivery / management experience.
3+ years of experience managing services across ERP and Non ERP Applications.
3+ years of experience managing onsite and offshore/nearshore teams.
3+ years of experience supporting complex enterprise applications and integrations.
5+ years of Strong client-facing and stakeholder-management experience.
3+ years of experience managing SLA/KPI-driven managed services.

Responsibilities

Serve as the primary onsite service-management contact for the client.
Build and maintain strong relationships with IT and business stakeholders.
Understand business priorities, critical processes, operational risks, and upcoming initiatives.
Manage expectations, escalations, communications, and stakeholder concerns.
Conduct regular service reviews with client leadership.
Own end-to-end delivery of contracted IT/application support services.
Ensure compliance with SLA, OLA, KPI, quality, and contractual commitments.
Manage Incident, Service Request, Problem, Change, and Escalation processes.
Drive timely resolution of P1/P2 incidents and aging backlog.
Coordinate cross-functional teams during critical incidents.
Ensure effective transition of new applications, enhancements, and releases into production support.
Act as the bridge between onsite client stakeholders and distributed delivery teams.
Establish clear ownership across L1, L1.5, L2, and L3 support.
Conduct daily operational checkpoints and periodic governance meetings.
Coordinate support across time zones and business-critical periods.
Identify capacity, skill, and coverage gaps.
Lead/coordinate Major Incident Management for critical business disruptions.
Ensure timely stakeholder communication during P1/P2 incidents.
Drive Root Cause Analysis and corrective/preventive actions.
Identify recurring incidents and establish structured Problem Management initiatives.
Track RCA and preventive actions through closure.
Ensure operational readiness for application changes and releases.
Participate in CAB and release governance.
Assess business impact, operational risk, support readiness, and rollback plans.
Coordinate production deployments and post-release stabilization.
Own the operational governance framework and service-management cadence.
Prepare and present SLA/KPI performance, Incident and problem trends, Backlog and aging analysis, Major incident reports, Capacity/resource metrics, Risk and dependency tracking, Continuous-improvement initiatives.
Conduct weekly/monthly/quarterly service reviews.
Identify opportunities to improve service quality, stability, productivity, and customer experience.
Drive automation, shift-left, knowledge management, monitoring, and proactive support initiatives.
Maintain a Continuous Improvement/CSI backlog.
Identify opportunities to optimize L1/L1.5/L2 support models.
Monitor workload, ticket volumes, capacity, and skill requirements.
Support resource planning, hiring, training, and cross-skilling.
Coordinate with software vendors and third-party providers.
Track vendor SLAs, escalations, and corrective actions.