Service Delivery Manager / Project Program Management Advisor

Company Overview:

Req ID: 391919

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).

Job Description:

Key Responsibilities for Service Delivery Manager / Project Program Management Advisor

1. Client & Stakeholder Management

• 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.

1. Service Delivery Management

• 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.

1. Onsite–Offshore / Nearshore Coordination

• 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.

1. Major Incident & Problem Management

• 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.

1. Change & Release Management

• 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.

1. Governance & Reporting

• Own the operational governance framework and service-management cadence.

• Prepare and present:

o SLA/KPI performance

o Incident and problem trends

o Backlog and aging analysis

o Major incident reports

o Capacity/resource metrics

o Risk and dependency tracking

o Continuous-improvement initiatives

• Conduct weekly/monthly/quarterly service reviews.

1. Continuous Improvement

• 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.

1. Resource & Vendor Management

• 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.

Required Qualifications

• 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.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $70 to $72/hour This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

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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. 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 one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $70 to $72/hour. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits including participation in medical, dental, and vision insurance, flexible spending or health savings account, and AD&D insurance, employee assistance, participation in a 401k program, and additional voluntary or legally-required benefits

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