NTT

3 months ago

Project Program Mgmt. Senior Specialist - Service Improvement Manager

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Last checked: 20 hours agoStatus: Live

Job Summary

Drive service improvement initiatives as an individual contributor for the Technical Service Desk (L1/L1.5), partnering with SD delivery, Account Management, cross-functional teams, and clients. Own service improvement plans and ongoing project/program governance, including SLA/KPI performance, remediation support, and efficiency and cost optimization. Lead transformation opportunities using automation concepts and work closely with technology teams to deliver solutions on defined timelines.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Serve as Service Improvement Manager for the Technical Service Desk (L1/L1.5), interfacing with SD delivery, Account Management, cross-functional teams, and the client.
•Identify and execute service improvement projects, including process improvements, quality initiatives (e.g., shift-left and resolution desk improvements), SLA mitigation, and efficiency/cost reductions.
•Provide project management governance for all ongoing improvement initiatives, including tracking and sustaining actions.
•Analyze service performance versus SLA/KPIs, provide remediation support, and participate in go-green actions and SIPs.
•Drive efficiency and effectiveness of incident management, request management, and cost control processes, and collaborate with technology/tools teams to deliver transformation/automation solutions on timelines.

Key Requirements

•Strong knowledge and experience of Service Desk operations, including standard Service Desk SLAs, KPIs, and their calculations and reporting.
•Ability to identify, execute, and govern service improvement plans/projects across process improvement, quality, cost, volume reduction, SLA mitigation, and efficiency improvements.
•Foundational knowledge of end-user digital transformation/automation solutions such as RPA, chat bots, password managers, and CTI.
•Working knowledge of SD solution/staffing models (e.g., SD calculator, cost model) and staffing/scheduling tools such as Erlang-C and WFM tools.
•ITIL v3/ITIL4 foundational knowledge with awareness of Continual Service Improvement, plus comprehensive project management skills.

Skills:Problem-solvingCommunicationStakeholder managementPresentationTeamwork

Tech Stack:ITSMSLAsKPIsTelecomRPAChat BotsPassword managerCTISD calculatorCost modelErlang-CWFMMS PowerPointITIL v3ITIL4Continual Service ImprovementRCASIPRAILS

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