Project Program Management Advisor

Req ID 339604 NTT 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 a Project Program Management Advisor - Service Improvement Manager to join our team in Noida Uttar Pradesh IN-UP India IN Role Responsibilities This role is for a Service Improvement Manager project program management in an individual contributor capacity to support the Technical Service Desk L1 or L1 5 Service Desk service area in a focused dedicated or leveraged capacity This role interfaces with multiple stakeholders like SD delivery Account Management Cross functional teams or Practice towers and Client Key Responsibilities Knowledge Skills Qualifications -Strong knowledge and experience of Service Desk function with thorough understanding of standard Service Desk SLAs and KPIs including their calculations and data sources reports etc including Telecom and ITSM related metrics etc -Owner to identify and execute Service Improvement plans projects including process improvements quality cost volume reduction SLA Mitigation efficiency improvements etc -Owner for Project Management of all on-going improvement initiatives including control and report actions on sustaining initiatives -Ability to identify drive transformation initiatives projects including efficiency improvements cost resource optimizations volume reduction opportunities etc that may also involve tools and technology dependencies to drive improvements - Foundational knowledge of common end user digital transformation innovation automation next-gen solutions related to RPA Chat Bots Password manager CTI including password reset self-help self service solutions etc -Work closely with Tools Technology platform team owner implementing deploying the transformation automation solutions in a project manager capacity to ensure solutions deployed are per defined timelines to support transformation activities planned for any volume reduction and efficiency improvements -Good understanding and working knowledge of SD solution staffing models like SD calculator Cost model staffing scheduling tools like erlang-c or any WFM related tools -Knowledge experience driving service improvement projects related to quality like CSAT First Call resolution shift left from Level 2 to Level 1 or L2 to L1 5 remote resolution desk L1 to L0 via self-help self-service etc -Work closely with Internal and external stakeholders including Account delivery Client to discuss review present Service improvement actions RAILS and review progress -Drive performance management and governance across all Service Delivery Measures KPIs SLAs Internal metrics etc on a daily weekly or monthly basis including reviews with Operations Client Delivery Management and Client -Excellent problem-solving skills including opportunity identification RCA data analytics improvement ideas and best practice sharing etc -Documents and reviews historical data trends over a period to identify any consistent patterns and observations to drive remediation actions and improvement initiatives -Being the SME on the account manage internal Service Desk changes including cost model solution design document to ensuring right staffing and recovery for the change -Collates all data into a concise and comprehensive report on service performance as measured against agreed business targets goals -Analyse the Service Level performance compared to SLA s and provide remediation support when needed and drive optimization and efficiencies Participate in go green action plans and SIPs -Driving the efficiency and effectiveness of the Incident Management Request Management and Cost Control processes -Strong commercial skills and experience to be able to develop and challenge costs and benefits in business cases - Foster teamwork work cooperatively and effectively with others to set goals resolve problems and make decisions that enhance organisational effectiveness -Interlock with cross functional teams to drive actions to address complex problem resolution to optimize service delivery -Apply statistical process control methods to measure the baseline and improve process performance -Implementation of industry standard practices to support any ongoing or new Service Improvement initiatives projects programs -Excellent communication and stakeholder internal external management skills -Strong presentation skills and hands on with MS PowerPoint and virtual collaboration tools -Comprehensive and strong skills in project management Relevant working knowledge and certifications as applicable -ITIL v3 ITIL4 foundational knowledge including knowledge and awareness of Continual Service Improvement - Ability to take decisions assess situations to determine the importance urgency and risks and make clear decisions which are timely and in the best interest of the organisation -Hands on experience working on ITSM s like Remedy or ServiceNow including ability to run reports perform ticket analytics or ticket level dashboards for ITSM related SLA KPIs Provide guidance on ITSM processes and drive processes optimizations -Good knowledge and hands on experience with MS Excel Data analytics tools and logic any BI tools and solutions like Power BI Power Query etc About NTT DATA NTT 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 6 billion each year in R D to help organizations and society move confidently and sustainably into the digital future Visit us at Whenever possible we hire locally to NTT DATA offices or client sites This ensures we can provide timely and effective support tailored to each client s needs While many positions offer remote or hybrid work options these arrangements are subject to change based on client requirements For employees near an NTT DATA office or client site in-office attendance may be required for meetings or events depending on business needs At NTT DATA we are committed to staying flexible and meeting the evolving needs of both our clients and employees NTT DATA recruiters will never ask for payment or banking information and will only use nttdata com and talent nttdataservices com email addresses If you are requested to provide payment or disclose banking information please submit a contact us form NTT DATA endeavors to make accessible to any and all users If you would like to contact us regarding the accessibility of our website or need assistance completing the application process please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications NTT DATA is an equal opportunity employer Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status For our EEO Policy Statement please click If you d like more information on your EEO rights under the law please click For Pay Transparency information please click