Account Service Manager
4 days ago
**Req ID**: 303566
We are currently seeking a Account Service Manager - ITSM to join our team in Vancouver, British Columbia (CA-BC), Canada (CA).
Leads, oversees, facilitates, and administers ITIL based service support on a 24x7 basis
- Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
- Compiles analyses and reports statistical data and trends relating to service level compliance and operational effectiveness
- Leads the account and works toward building Client relations
- Focus on Gaps and Process improvements
- Suggest and share ITIL Best practices and help implement the same
- Adapts communication techniques for audiences at multiple internal and external levels
- Monitor alerts and manages Critical Incidents from a Service Management perspective and not technical
- Manages vendor relationship
- Allocates work and mentors others
Requirements include:
Typically, 8+ years of relevant experience or equivalent combination of education and work experience with 2+ years of knowledge and experience with ServiceNow.
- A strong understanding of ITIL processes and principles and ITIL certification is required
- Strong verbal and written communication skills
- Strong ability to create and document processes.
- Leadership skills that enable high-level service delivery processes and associated projects
- Experience with handling multiple accounts
- Competencies in conflict resolution, customer service, facilitation, and executive presentation
- Leads continuous improvement activities in support of client or internal business processes
- Undergraduate degree or equivalent combination of education and work experience
- Handles diverse issues and leads projects that contribute to the company's success
**About NTT DATA
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