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IT Infrastructure Support Service Manager

Boston, Massachusetts, United States

IT Infrastructure Support Service Manager 

NTT DATA is a team of more than 139,000 diverse professionals, operating in more than 50 countries throughout the world. The sectors where we have activities include: telecommunications, finance, industry, utilities, energy, public administration and health.

Our mission? Offer technological solutions, business, strategy, development and maintenance of applications, while being a benchmark in consulting. All thanks to the collaboration between teams, the human quality of our people and the fact that we do not conform to what is established, we always seek innovation that brings us closer to the future.

Our essence has led us to the forefront of technology, breaking paradigms and providing solutions that truly respond to the needs of each client. Our talent has led us to be one of the top 6 technology companies in the world.

Because #Greattech, needs #GreatPeople, like you

NTT DATA is looking for high-achieving team players that are quickly adaptable to new challenges and entrepreneurial ventures. We are looking for an IT Infrastructure Support Service Manager  to work in Boston, MA for a hybrid model with our global client. 


Responsibilities:

  • Act as direct interface of the Service Provider toward client for contractual and service quality aspects.
  • As a Service Manager the candidate shall participate on management meetings with our client, on a monthly basis, at least, with the contact point indicated by the client scheduled with the goal of analyzing the quality of the services provided.
  • As Service Manager the client will also conduct meetings with the client, weekly or biweekly to coordinate the delivery of service. Going over the following topics:
    • Review open and closed incidents and any appropriate RCA
    • Review tasks with imminent or realized SLA breach.
    • Review progress of requests and scheduled tasks
    • Review any pending approval required for a task to occur
    • Review scheduling of activities taking in account Enel business
    • Report any contractual matter that impede the delivery of services
    • Review on-going project status – unless covered in a dedicated recurrent session.
    • Review resources plan, schedule and escalation path to ensure availability of resources.
  • Act as PM for projects related to IT Infrastructure Support. As PM the candidate shall communicate, coordinate and centralize with the client all aspects related to the nature of the projects:
    • Strategic aspects and decisions;
    • Summary of project completion and compliance with service levels;
    • Variations or deviations;
    • Major changes in planning, work team, resources, etc.
    • Implementation coordination;
    • Project operation;
    • Coordination of service delivery;
    • Quality of service;
    • Contractual adjustment required.

Requirements:

  • 8+ years of experience in IT/OT Managed services delivery.
  • 8+ years experience with hands-on IT/OT systems.
  • 8+ Years of IT/OT experience.
  • PMP or equivalent.
  • ITIL certified.
  • Proficient with ITSM tools, ServiceNOW would be a plus.
  • Demonstrated ability to lead a technical team and coordinate work.
  • Experienced with compiling reporting and managing KPI/SLA.
  • Excellent team player.

Why NTT DATA?   

Empowerment and rewards are the cornerstone of our career development model. We are a young, fast-growing company, with a highly innovative and entrepreneurial spirit, because of this professional experience and growth will be unmatched. Our talent and positive attitude allows us to transform our goals into achievements, and projects into realities.

NTT DATA is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. NTT DATA is an Equal Opportunity Employer Male/Female/Disabled/Veteran and a VEVRAA Federal Contractor.

 

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