SMO ITSM Process Performance & Reporting Lead

SMO ITSM Process Performance & Reporting Lead

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 SMO ITSM Process Performance & Reporting Lead to join our team in Salem, Oregon (US-OR), United States (US). The Service Management Office (SMO) ITSM Process Performance & Reporting Lead will work under the Project Delivery Director's direction and will own the design, implementation, governance, and continual improvement of the ITSM process measurement, KPI, dashboarding, and reporting framework, ensuring performance insights support operational control, service improvement, and leadership decision-making.

This role requires strong experience in KPI design, reporting governance, dashboard development, data quality management, metric standardization, executive reporting, and platform enablement, with the ability to drive consistency, transparency, and sustainable reporting ownership.

Job Responsibilities Include:

• Own the end-to-end ITSM process performance and reporting framework, including design, governance, implementation, and continual improvement.
• Define and maintain metric standards, KPI frameworks, reporting controls, calculation logic, thresholds, targets, and operating procedures.
• Establish governance for metric ownership, data definitions, reporting frequency, traceability, auditability, and approval of reporting changes.
• Define and report on KPIs, CSFs, SLAs, OLAs, compliance indicators, and process health measures.
• Develop and govern dashboards, scorecards, reporting packs, and executive summaries.
• Ensure data quality, reporting accuracy, reconciliation, and control effectiveness.
• Standardize reporting across core ITSM processes such as Incident, Problem, Change, Request, Knowledge, Asset, and Configuration Management.
• Conduct performance trend analysis, identify gaps and root causes, and support improvement actions.
• Lead performance review routines and governance forums to assess results and drive accountability.
• Partner with process owners, service towers, platform teams, risk, audit, and leadership stakeholders.
• Identify and document platform requirements, reporting enhancements, and automation opportunities.
• Represent reporting requirements during platform implementation (ServiceNow, BMC, Jira, Power BI, Tableau).
• Establish governance over reporting source data, metric normalization, dashboard logic, and exception handling.
• Maintain reporting documentation and operational run book.
• Build sustainable reporting governance practices.

Basic Qualifications:

• Minimum of six (6) years of experience in ITSM reporting, process performance management, or related reporting ownership.
• Minimum of six (6) years implementing ITSM KPI frameworks, dashboarding, reporting governance, and data quality controls.
• Minimum of five (5) years hands-on experience with ITSM and reporting platforms such as ServiceNow, BMC Helix/Remedy, Jira Service Management, Power BI, Tableau, or similar tools.
• Minimum six (6) years of ITSM process measurement, KPI design, trend analysis, executive reporting, and data governance.
• Foundational ITIL or relevant service management certification.

Preferred Skills:

• Advanced ITIL or reporting, analytics, or service management certifications.
• Experience in large or regulated environments with audit and compliance reporting requirements.
• Experience designing or improving dashboards, reporting automation, and performance review routines.
• Ability to translate governance requirements into practical reporting design.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $91,040 - $136,560. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.