ITIL Service Management Lead
NTT Data
- Los Angeles County, CA
- Permanent
- Full-time
- Manages the architecture, definition, implementation and facilitation / consultation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards and models.
- Drives continuous process improvement to achieve client satisfaction.
- Builds and promotes a quality-oriented culture in the organization, through innovative quality infrastructure, communications, awareness programs and training.
- Formulates and drives implementation of process framework, ensuring conformance/compliance to the organization's quality management system in alignment with corporate standards.
- Provides direct supervision to a large team of operational, production, service, or administrative team members
- Work is guided by operational and project objectives.
- Sets and communicates clear expectations for work outcomes and manages performance.
- Defines effective and efficient quality processes and monitors quantitative process management.
- Identifies best practices for the organization with particular focus on achieving high value-added services and operational excellence.
- Interacts with various stakeholders to effectively monitor the implementation of quality processes.
- Work with the support teams and customer leadership to design and implement Service Level and Human Experience performance metrics reports and dashboards.
- Sets direction, leads institutionalization of processes consistent with known best practices and participates in senior leadership reviews to ensure processes have comprehensive organizational impact.
- 5 years' experience managing an engagement's compliance to contract standards
- 3 years' experience supporting Public Sector accounts
- ITIL v3 Foundations certifications
- Must be willing to travel as business needs dictate.
- Must live a commutable distance from the client site in Los Angelis County, CA
- Must be a US Citizen or Green Card Holder.
- Advanced knowledge of relevant operational process area software and support, infrastructure services and business process services.
- Advanced knowledge on any two Quality Assurance Models (ISO 9001, 20000, 27001, CMMI, PCMM, Six Sigma techniques).
- Advanced knowledge of audit process and auditing skills.