The team you'll be working with:

The primary purpose of this role is to ensure ITIL service management operations are managed effectively, working with multi-disciplined delivery teams who support a variety of business processes, technology products, services, and solutions.

This includes the effective day-to-day management of ITIL service management operations, enabling stability and continuous transformation, whilst ensuring contractual responsibilities are delivered to an exceptional standard.

What you'll be doing:

• Serving as the primary point of contact throughout the lifecycle of Major Incidents and Problems
• Leading and coordinating conference Major Incident bridges or war rooms as required
• Ensuring that internal and external communications about a Major Incident and Problem are completed in a timely manner
• Creation of Major Incident and root cause analysis reporting
• Attending CAB meetings
• Contacting the customer to resolve disputes or escalations.
• Operational oversight and day-to-day management of ITIL practices (Service Desk, Request, Incident, Major Incident, Problem & Change), working with the respective tower support functions.
• Proactively working with tower support functions to improve ways of working and drive customer outcomes.
• Continually driving the implementation of automation and knowledge initiatives to off-load mundane tasks ensure a consistent service approach is delivered across all functions.
• Leading the development of new and existing ITIL practices within your assigned customer engagement, by implementing structured service improvements to improve overall maturity.
• Producing service-level reporting data.
• Working with Service Delivery to design and execute service delivery strategy across work streams.
• Participating within the NTT DATA Service Management Centre-of-Excellence community initiatives.
• Participating in an on-call Major Incident Management rota, where required.
• Business relationships: customer relationship management, client perception management, escalation point, resource management and scheduling, service level a, service reports, service Improvement, service rectification planning, vendor liaison, external & internal liaison, take part in external and Internal reviews

What experience you'll bring:

• Exemplary written English and time-keeping skills.
• Experience of working for a managed service provider.
• Experience of working with offshore teams.
• Working understanding of the ITIL framework and working in a SIAM environment.
• IT literate with a working understanding of security, cloud, infrastructure, application, and digital workplace concepts.
• Strong senior stakeholder management and thought-leadership skills, capable of asking the 'right' questions.
• Previous experience in implementing Major Incident and Problem management processes and obtaining cultural buy-in
• A technical background
• ITIL Foundation (incident, change, release, problem management)
• Client facing, assertive communication skills
• 3rd party support liaison
• Preferred: Experience in using ServiceNow or BMC Helix, experience of working with offshore teams

Who we are:

We’re a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.

Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation. We are also proud to share that we have a range of Inclusion Networks such as: the Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network and the Parent Network.

For more information on Diversity, Equity and Inclusion please click here: Creating Inclusion Together at NTT DATA UK | NTT DATA

We understand you may not tick all the boxes of the requirements lists but if you are interested in this or other opportunities within NTT DATA, do not think twice and apply!

what we'll offer you:

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

You can find more information about NTT DATA UK & Ireland here: NTT DATA UK & I 

We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a Disability Confident Committed Employer - we want to see every candidate performing at their best throughout the job application and interview process, if you require any reasonable adjustments during the recruitment process, please let us know and we look forward to hearing from you.

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