Senior Delivery Manager
NTT DATA Global Delivery Services Ltd
Work from Office
Full Time
Min. 4 yearsJob Description
IT Delivery Management
Summary of Key Responsibilities
- Represent the SPM team in coordinating service onboarding and activation tasks, coordinating change and incident escalations, and track resolution and lifecycle actions for configuration items and assets.
- Maintain and update Service Performance Management service documentation (Escalation Matrices, SoW, RACI) and ensure compliance with agreements and internal policies.
- Support contract and scope changes, logging and tracking requests through agreed SMO processes and tools.
- Identify trends, escalate systemic issues, and drive continuous improvement initiatives with measurable outcomes.
Knowledge, skills and attributes
- Proactive problem-solver who balances operational discipline with pragmatic escalation.
- Collaborative team player who builds trust with internal customers and supplier partners.
- Detail-oriented with strong documentation and process adherence.
- Comfortable working in a fast-paced, changing environment and driving clear handoffs across teams.
Academic Qualifications and Certifications
- Bachelor’s degree in IT, Business, or related discipline preferred.
- ITIL Foundation minimum; ITIL Practitioner or higher preferred.
- Project or delivery certifications (PMP, PRINCE2, or equivalent) desirable.
- Experience working in large, matrixed organisations or global delivery models is an advantage.
Required Experience
- Strong knowledge of ITIL-based service management practices and governance frameworks.
- 4–7 years in IT service delivery, service management, or a related operational role supporting enterprise internal IT.
- Proficient with service management platforms (ServiceNow or similar), reporting tools and basic asset/configuration management
- Implement workflow automation for renewals, true-ups, and reporting.
- Developed and maintained digital reporting dashboards for real-time license usage, compliance, and spend analytics.
- Excellent communicator who can translate technical status into concise business updates and influence across levels
Experience Level
Mid LevelJob role
Job requirements
About company
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