NTT DATA North America · 5 hours ago
Account Service Manager- ITSM
Plano, TX
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expNTT DATA North America is a leading business and technology services provider, committed to accelerating client success through innovation. The Account Service Manager- ITSM will oversee ITIL based service support and manage service delivery processes, ensuring effective incident and change management while fostering a culture of continuous improvement.
ConsultingDigital MarketingInformation ServicesInformation TechnologyIT Management
Responsibilities
Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis
Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic
Administer the ongoing system enhancements and future deployments initiated via the support teams and business
Lead the CAB meetings and pass the required phases of Change requests
Monitor success criteria, metrics, milestones, and timelines for deployment of change requests
Ensure Change requests are signed off when complete and relevant information is handed to the appropriate technical documentation writers for publication
Communicate change management plans to stakeholders to implement strategies through cross-functional teams; identifies and leads opportunities for process improvements
Conduct analysis to make recommendations, assess effectiveness, and mitigate risk in the existing change management process
Plan change management activities that meet the different needs and values of the individual teams and functions within the business unit
Communicate the vision of continuous process improvement (CPI) across the IT organization, Define and create reports on CSI, critical success factors (CSFs), key performance indicators (KPIs) and SLAs
Gather feedback from end users to understand how to improve efficiencies when it comes to change management
Provide relevant coaching, training, and support to champion change management culture within the organization
Qualification
Required
You have a University Degree in Engineering, Computer Science, or relevant technical degrees
You have 8 years of experience in IT Change Management
You have ITIL Foundation Certification
You have 5 years of working experience in ITSM processes and ServiceNow, specially ServiceNow Change Management module
You have outstanding communication skills – Written and Verbal, in English
You have expertise on Microsoft Word, Excel and PowerPoint
Company
NTT DATA North America
NTT DATA, Inc. is a trusted global innovator of business and technology services.
10001+ employees
H1B Sponsorship
NTT DATA North America has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (106)
2024 (182)
2023 (257)
2022 (871)
2021 (809)
2020 (1266)
Funding
Current Stage
Late StageLeadership Team
John Barr
Vice President - Insurance Strategy
Recent News
2025-12-05
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