Service Desk Project Program Management Senior Specialist

Project Program Mgmt. Senior Specialist - Service Desk

Req ID: 313083

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 Mgmt. Senior Specialist - Service Desk to join our team in Bangalore, Karnātaka (IN-KA), 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 operations/delivery, Account Management, Cross functional teams like Field services/ DEX, Automation/transformation teams 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,
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 organizational 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 organization
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 process 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

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 here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.