We are currently seeking a Service Delivery Manager / Project Program Management Advisor to join our team in Dallas, Texas (US-TX), United States (US). 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 $79,684.00 to $147,563.00. 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. #LI-NorthAmerica