NTT

4 months ago

Project Program Management Advisor - Service Improvement Manager

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Last checked: 20 hours agoStatus: Live

Job Summary

Own service improvement initiatives for the L1/L1.5 Technical Service Desk, driving process, quality, cost, and volume reductions while managing ongoing improvement actions. Partner with SD delivery, account teams, cross-functional partners, and the client to present and track progress. Apply KPI/SLA governance, RCA, and statistical process control to remediate performance issues, optimize incident/request management, and guide ITSM and tooling improvements (including ServiceNow/Remedy reporting).

Location: Noida

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Mid level

Key Responsibilities

•Serve as a Service Improvement Manager for the L1/L1.5 Service Desk, in an individual contributor capacity, interfacing with SD delivery, account management, cross-functional teams, and client stakeholders.
•Identify, execute, and manage service improvement initiatives and sustainment actions; control and report progress on ongoing improvement projects.
•Drive performance management and governance across Service Delivery Measures (KPIs/SLAs/internal metrics), including daily/weekly/monthly reviews and remediation support.
•Analyze SLA performance and service performance trends using RCA and data analytics to identify patterns and drive improvement actions.
•Improve incident management, request management, and cost control processes; act as SME for account changes, including cost model/solution design document support and staffing/recovery considerations.

Key Requirements

•Strong knowledge and experience of Service Desk SLAs and KPIs, including calculations, data sources, and telecom/ITSM metrics.
•Demonstrated ability to identify and execute service improvement plans/projects (process, quality, cost, volume reduction, SLA mitigation, efficiency).
•Working knowledge of service improvement and transformation initiatives, including automation concepts such as RPA, chatbots, password reset self-help, and CTI.
•Experience with ITSMs such as Remedy or ServiceNow, including running reports and performing ticket analytics/dashboards for SLA/KPIs.
•Foundational knowledge of ITIL v3/ITIL4 and experience using governance methods (e.g., performance reviews, RCA, and statistical process control).

Skills:Problem-solvingStakeholder managementCommunicationPresentationTeamwork

Tech Stack:ITSMITIL v3ITIL4RemedyServiceNowMS PowerPointMS ExcelPower BIPower QueryRPAChat BotsPassword managerCTIErlang-CWFM

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT