Project Program Mgmt. Senior Specialist-SIM

NTT DATA 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 Project Program Mgmt. Senior Specialist-SIM to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

• Service Improvement Manager role in individual contributor capacity to support any Dynamic Workplace Services (DWS) towers in scope ( eg. Technical Service Desk, Field Services etc) in a focused capacity or shared services capacity.
• Strong knowledge and experience in Service Desk and or Field Services functions with thorough understanding of standard SLAs and KPIs including their calculations and data sources etc.
• Owner to identify and execute Service Improvement plans/projects including process and quality improvements
• Owner for Project Management of all on-going improvement initiatives including control and report actions on sustaining initiatives
• Ability to identify/drive transformation initiatives/projects including efficiency improvements, cost & resource optimizations, volume reduction opportunities etc that may also involve tools and technology dependencies to drive improvements
• Knowledge and experience driving improvement projects related to shift left from L2 to L1 or L2 to via L1.5 remote resolution desk, self service adoption projects to reduce password reset and status check reductions etc.
• Work closely with Internal and external stakeholders including Account delivery & Client to discuss Service improvement actions, RAILS and review progress.
• Drive Performance management and governance across all Service Delivery Measures (KPIs, SLAs etc) on a daily, weekly or monthly basis including reviews with Operations, Account Delivery and Client.
• Responsibility and ownership for Account-specific expertise and SME knowledge
• Excellent problem solving skills including opportunity identification, RCA, data analytics etc
• Documents and reviews trends over a period to identify any consistent patterns and observations
• Being the expert on the account, manage all Changes to the Scope of Services for the account and ensuring right staffing and recovery for the change
• Collates all data into a concise and comprehensive report on service performance, as measured against agreed business targets & goals
• Analyze the Service Level achievements compared to SLA's and provide remediation support when needed and drive optimization and efficiencies
• Provide guidance on ITSM processes and drive process optimization
• Driving the efficiency and effectiveness of the Incident Management, Request Management, and Cost Control processes
• Interlock with cross functional teams to drive actions to address complex problem resolution to optimize delivery
• Apply Statistical Process Control methods to Measure the baseline and Improve Process Performance
• Implementation of Industry Standard Practices to drive ongoing Service Improvement initiatives/projects/programs.

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. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, 

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