Req ID: 391919
We are currently seeking a Service Delivery Manager / Project Program Management Advisor to join our team in Dallas, Texas (US-TX), United States (US).

Job Description:
Key Responsibilities for Service Delivery Manager / Project Program Management Advisor
1. Client & Stakeholder Management
• Serve as the primary onsite service-management contact for the client.
• Build and maintain strong relationships with IT and business stakeholders.
• Understand business priorities, critical processes, operational risks, and upcoming initiatives.
• Manage expectations, escalations, communications, and stakeholder concerns.
• Conduct regular service reviews with client leadership.
2. Service Delivery Management
• Own end-to-end delivery of contracted IT/application support services.
• Ensure compliance with SLA, OLA, KPI, quality, and contractual commitments.
• Manage Incident, Service Request, Problem, Change, and Escalation processes.
• Drive timely resolution of P1/P2 incidents and aging backlog.
• Coordinate cross-functional teams during critical incidents.
• Ensure effective transition of new applications, enhancements, and releases into production support.
3. Onsite-Offshore / Nearshore Coordination
• Act as the bridge between onsite client stakeholders and distributed delivery teams.
• Establish clear ownership across L1, L1.5, L2, and L3 support.
• Conduct daily operational checkpoints and periodic governance meetings.
• Coordinate support across time zones and business-critical periods.
• Identify capacity, skill, and coverage gaps.
4. Major Incident & Problem Management
• Lead/coordinate Major Incident Management for critical business disruptions.
• Ensure timely stakeholder communication during P1/P2 incidents.
• Drive Root Cause Analysis and corrective/preventive actions.
• Identify recurring incidents and establish structured Problem Management initiatives.
• Track RCA and preventive actions through closure.
5. Change & Release Management
• Ensure operational readiness for application changes and releases.
• Participate in CAB and release governance.
• Assess business impact, operational risk, support readiness, and rollback plans.
• Coordinate production deployments and post-release stabilization.
6. Governance & Reporting
• Own the operational governance framework and service-management cadence.
• Prepare and present:
o SLA/KPI performance
o Incident and problem trends
o Backlog and aging analysis
o Major incident reports
o Capacity/resource metrics
o Risk and dependency tracking
o Continuous-improvement initiatives
• Conduct weekly/monthly/quarterly service reviews.
7. Continuous Improvement
• Identify opportunities to improve service quality, stability, productivity, and customer experience.
• Drive automation, shift-left, knowledge management, monitoring, and proactive support initiatives.
• Maintain a Continuous Improvement/CSI backlog.
• Identify opportunities to optimize L1/L1.5/L2 support models.
8. Resource & Vendor Management
• Monitor workload, ticket volumes, capacity, and skill requirements.
• Support resource planning, hiring, training, and cross-skilling.
• Coordinate with software vendors and third-party providers.
• Track vendor SLAs, escalations, and corrective actions.
Required Qualifications
• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related discipline.
• 10+ years of IT experience, with significant experience in IT service delivery, application support, managed services, or IT operations.
• 5+ years of service delivery / management experience.
• 3+ years of experience managing services across ERP and Non ERP Applications.
• 3+ years of experience managing onsite and offshore/nearshore teams.
• 3+ years of experience supporting complex enterprise applications and integrations.
• 5+ years of Strong client-facing and stakeholder-management experience.
• 3+ years of experience managing SLA/KPI-driven managed services.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $70 to $72/hour 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.
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