.Req ID: 303566NTT 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 an Account Service Manager - ITSM to join our team in Monterrey, Nuevo León (MX-NLE), Mexico (MX).Responsibilities:Leads, oversees, facilitates, and administers ITIL based service support on a 24x7 basisManagement of service delivery processes which may include incident management, problem management, request management, change management, service level management, and configuration managementCompiles, analyses, and reports statistical data and trends relating to service level compliance and operational effectivenessLeads the account and works toward building Client relationsFocus on gaps and process improvementsSuggest and share ITIL best practices and help implement the sameAdapts communication techniques for audiences at multiple internal and external levelsMonitor alerts and manage critical incidents from a service management perspective and not technicalManage vendor relationshipsAllocate work and mentor othersRequirements:Typically, 8+ years of relevant experience or equivalent combination of education and work experience with 2+ years of knowledge and experience with ServiceNowA strong understanding of ITIL processes and principles and ITIL certification is requiredStrong verbal and written communication skillsStrong ability to create and document processesLeadership skills that enable high-level service delivery processes and associated projectsExperience with handling multiple accountsCompetencies in conflict resolution, customer service, facilitation, and executive presentationOwns one or more service delivery processes with a deep understanding of the primary subject area and a broad understanding of related ITIL subject areasLeads continuous improvement activities in support of client or internal business processesUndergraduate degree or equivalent combination of education and work experienceHandles diverse issues and leads projects that contribute to the company's successAbout NTT DATANTT DATA is a $30 billion trusted global innovator of business and technology services.
We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success.
As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.
Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity.
We are one of the leading providers of digital and AI infrastructure in the world.
NTT DATA is a part of NTT Group, which invests over $3