Service Management Consultant

Req ID:

We are currently seeking a Service Management Consultant to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Role Overview

The Service Manager is responsible for overseeing the delivery of IT or business services to ensure quality, efficiency, and customer satisfaction. This role acts as the key point of contact between business stakeholders, delivery teams, support teams, and external vendors to ensure services are delivered as per agreed service levels and operational standards.

Key Responsibilities

• Manage end-to-end service delivery for assigned applications, platforms, or business services.
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• Ensure services are delivered in line with SLAs, KPIs, and OLAs.
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• Monitor service performance, availability, incident trends, and customer satisfaction metrics.
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• Lead incident, problem, change, and release management coordination with support and project teams.
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• Drive root cause analysis and implement preventive/corrective actions for recurring issues.
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• Conduct regular service review meetings with stakeholders, vendors, and internal teams.
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• Maintain service governance, reporting dashboards, and operational metrics.
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• Manage escalations and ensure timely resolution of critical issues.
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• Collaborate with project, infrastructure, application, and business teams for service transition and continuous improvement.
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• Support capacity planning, risk management, disaster recovery, and business continuity activities.
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• Ensure compliance with organizational policies, security standards, and audit requirements.
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• Manage third-party vendors and ensure contractual service commitments are met.
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Required Skills

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• Strong experience in IT Service Management (ITSM) and service delivery.
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• Good understanding of Incident, Problem, Change, Request, and Release Management processes.
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• Experience with ITIL framework and service governance.
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• Ability to manage SLA/KPI reporting, service reviews, and operational dashboards.
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• Strong stakeholder management and communication skills.
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• Experience in handling production support, service escalations, and major incidents.
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• Knowledge of service transition and continuous service improvement processes.
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• Familiarity with ticketing/service management tools such as ServiceNow, Remedy, Jira, or BMC.
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Preferred Qualifications

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• ITIL certification preferred.
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• PMP, Prince2, or Agile certifications are an advantage.
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• Experience managing global or multi-vendor support models.
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• Knowledge of cloud environments, infrastructure, or enterprise applications is a plus.
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Soft Skills

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• Strong leadership and coordination abilities.
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• Excellent problem-solving and decision-making skills.
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• Customer-focused mindset.
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• Ability to work under pressure and manage competing priorities.
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• Strong analytical, reporting, and presentation skills.
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About NTT DATA

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NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.