ITIL Service Manager

NTT DATA is seeking an ITIL Service Manager to lead end-to-end IT service management for global clients in a dynamic, innovation-driven environment. In this role, you will own key ITIL processes-including incident, problem, change, and request management-ensuring service stability, SLA achievement, and high client satisfaction. You will collaborate with cross-functional and international teams, optimize ITSM toolsets, manage service performance reporting, and drive continual service improvement initiatives that support large-scale digital transformation programs. This position offers significant visibility, growth, and the chance to shape best-in-class service operations.

Responsibilities

• Oversee ITIL-based service management processes across incident, problem, change, and request management
• Ensure SLAs, OLAs, and KPIs are defined, monitored, and continuously improved
• Lead root cause analysis and drive problem resolution for recurring service issues
• Coordinate with global delivery, infrastructure, and application teams to stabilize services
• Own the service catalog and configuration management data quality for assigned services
• Implement and optimize ITSM tools and workflows to support digital transformation initiatives
• Prepare and present service performance reports to stakeholders and clients
• Drive continual service improvement initiatives aligned to business outcomes
• Ensure compliance with security, risk, and audit requirements within service operations
• Coach and mentor teams on ITIL best practices and standard operating procedures

Required Skills

• ITIL framework and processes (incident, problem, change, request, CMDB)
• IT Service Management (ITSM) tools such as Service
• Now or BMC Remedy
• Service Level Management and KPI reporting
• Root cause analysis and problem management techniques
• Change and release management coordination
• IT operations and infrastructure fundamentals
• Process design and continual service improvement (CSI)
• Stakeholder management and communication
• Data analysis and dashboard/report creation
• Governance, risk, and compliance in IT services