Delivery Director

NTT DATA Services 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 Delivery Director to join our team in Plano, Texas (US-TX), United States (US).

ServiceNow Delivery Leader 

NTT DATA is looking for a ServiceNow Delivery Leader with experience delivering large IT digital transformation projects to Enterprise Clients to join our highly skilled consulting team. This leadership position resides in our ServiceNow Practice within the Configured Platforms Business Unit. In this role, you will use your exceptional leadership skills to ensure that daily business practices meet operational goals and produce maximum efficiency. The right candidate has a history of exceptional industry forecasting, capacity planning/resource management and successful budget management that can determine ways to increase company efficiency. You will regularly analyze company operations for problems, encourage staff to increase productivity, and provide support to managers when they have concerns about work processes, supplies, or staff. As a Delivery Leader, you will leverage various strategies to streamline operations, such as implementing lean manufacturing principles, utilizing technology for automation and process optimization, establishing clear goals and key performance indicators (KPIs), fostering a culture of continuous improvement, and promoting cross-functional collaboration. 

Why this is a critical role in our organization: 

As a Delivery Leader working within Configured Platforms – ServiceNow Practice, you will report directly to our Senior Vice President of Configured Platforms and serve as a liaison between NTT DATA Clients, Industry Business Leaders, Shared Services and ServiceNow. You will play a significant role in driving innovation within an organization, identify areas of improvement, encourage creative problem-solving, and collaborate with other internal and broader NTT DATA departments to implement innovative strategies and technologies. In addition, you will play a key role in staying updated on industry trends and advancements to identify opportunities for innovation and competitive advantage.

Duties and Responsibilities 

• Act as Key Advisor to Senior Vice President on business strategy, stakeholder relations, and key partnerships. 

• Work closely with legal, finance, and quality assurance departments to develop and implement policies and procedures that meet industry standards and regulations. 

• Lead a direct team of Technology Tower Owners ensuring delivery best practices, industry standards, templated delivery methodology and other governance remains updated and consistent throughout organization.

• Oversee the remediation of delivery escalations and proactively manage the communications prior to going to the SVP. 

• Maintain an average ServiceNow CSAT score minimally of 4.0 with an objective to reach 5.0. 

• Validate corrective actions and responses to ServiceNow for degraded CSAT scores and/or negative CSAT comments appropriately provided. 

• Drive on-going and continuous improvement as related to Certs, Micro-Certs, and training within the ServiceNow Platform 

• Conduct regular audits, assessments, and training programs to ensure employees are well-informed and compliant. 

• Facilitate leadership development within the company. 

• Ensure business practices meet company goals and maximize efficiency. 

• Oversee compliance with relevant regulations and policies. 

• Make suggestions for process improvement. 

• Handle employee hiring or terminations. 

Requirements and Qualifications 

• Bachelor's degree in a relevant field, such as business or human resources; MBA preferred. 

• At least seven (preferably ten) years of ServiceNow industry experience with a proven track record of Delivery success in conjunction with streamlining and improving company operations. 

• Human resources experience 

• Excellent leadership, communication, and organizational skills 

• ServiceNow Certification(s) in at least one area of the Platform

Basic Qualification / Minimum Qualification :

20+ years of IT and ITSM experience.

10+ years of ServiceNow experience

10+ years of Practice/ Delivery management experience

5+ years of Pre-Sales experience

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.