Req ID: 258080

　　NTT DATA Services 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 Account Service Specialist to join our team in Mexico, México (MX-MEX), Mexico (MX).

　　The IT Service Manager will need to provide the leadership of the ITIL Service Management capability for Service Design, Introduction and Transition.

　　Champion the ITIL control processes for Problem, Change, Release, Configuration Management, delivering successful outcomes that enables them to achieve its corporate and operational objectives, ensuring IT governance and controls are effective.

　　The IT Service Manager will be responsible for delivering and managing the service delivery improvement plan, managing risks and issues.

　　Supporting any changes through effective communication and coordination at all levels of the organisation. Also, To Deputise for the Head of Service Delivery, as needed.

　　Skill/ Experience

　　A strong background leading an ITIL Service Management capability with minimum of 5+ Service Management experience

　　Implementation of end-to-end ITIL Service Management framework

　　An In-depth understanding of Service Design & Transition, Major Incident Management, Problem, Change & Release Management, Disaster Recovery & Continuous Service Improvement Management

　　Background from ITIL Service Management

　　ServiceNow

　　Excellent communication skills - collaborative approach.

　　Able to apply judgement to decision making and prepared to make tough decisions

　　Excellent negotiation and relationship management skills. Ability to establish strong working relationships with business and other stakeholders

　　Excellent understanding of project & service management delivery methodology, frameworks, and best practice

　　Passionate about continuous service improvement and delivering results

　　Key Responsibilities

　　Rollout and the overall management of end-to-end ITIL Service Management best practice policies, processes, and procedures to enhance the control and maturity of IT Service Delivery

　　Responsible for the overall transition of new or changed services into BAU

　　Design, deliver and manage the Service Introduction, Design & Transition processes, and the overall governance, ensuring these are communicated and followed throughout the IT function and the business.

　　Lead Service Reviews with business stakeholder and key suppliers

　　Create & manage the service delivery service improvement plan, managing priorities, risks, and issues to deliver the target operating model within the agreed timeline working with the Head of Service Delivery

　　Design and support the Problem Management processes by ensuring that the root cause analysis is conducted, delivering actions to conclusion in a priority and time drive approach, incl. risk management and development of KPI's

　　Ensure Service Management processes are fit for purpose, ensuring efficient and effective driven approach and continues service improvement in IT service delivery

　　Design and deliver disaster recovery processes, documentation and manage DR plan, including DR tests to meet business requirements and IT obligations in managing follow up actions and improvements

　　Responsible for ITIL Service Management toolset to ensure ROI and drive continuous improvements through automation and analytics

　　Ensure that CAB is effective and efficient

　　Ensure fit for purpose Release Management processes and procedures, liaising with all stakeholders in timely communications and the management of risks and issues

　　Ensure appropriate risks and issues are escalated in swift manner to Head of Service Delivery

　　Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches.

　　Formal Education

　　Educated to Degree Level or holds relevant industry experience

　　ITIL Service Management V3 Expert -Essential

　　#LI-LATAM

　　About NTT DATA Services

　　NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.

　　NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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