Service Improvement Manager (Service Desk Domain) at NTT DATA North America | Torre

Service Improvement Manager (Service Desk Domain)

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Full-time

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Remote (anywhere)
Shared by
Jose Aldave
4 months ago

Responsibilities


Lead and execute Service Improvement plans/projects including process and quality enhancements. Drive transformation initiatives—efficiency improvements, cost/resource optimization, and volume reduction opportunities (leveraging tools & technology where applicable). Collaborate with cross-functional teams to address complex problems and optimize delivery. Oversee performance management & governance of Service Delivery KPIs/SLAs through regular reviews with Operations, Account Delivery, and Clients. Act as the account expert, managing scope changes and ensuring appropriate staffing & recovery.