Join NTT DATA as a Senior Analyst specializing in Account Service Operations, leveraging ITIL best practices. This role is crucial for ensuring contracted services meet agreed-upon Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). You will be instrumental in maintaining operational stability, driving service improvements, and fostering strong client relationships.

As a key player in our forward-thinking organization, you will contribute to our mission of accelerating client success and positively impacting society through responsible innovation. We are a global leader in AI and digital infrastructure, offering unparalleled opportunities for growth and development.

Key responsibilities include monitoring service performance, resolving service issues promptly, and overseeing service delivery across various technology domains. You will manage customer escalations, maintain strong client relationships, and drive initiatives to enhance customer satisfaction and retention.

This position involves conducting regular service reviews, preparing performance reports, and tracking service trends, risks, and Key Performance Indicators (KPIs). You will also ensure adherence to governance standards and audit readiness. Furthermore, you will play a vital role in incident and major incident governance, problem management for high-impact issues, and change management processes.

Additional duties encompass identifying automation opportunities, driving continual service improvement, optimizing operational processes, and managing vendor and supplier performance to ensure contractual obligations are met. This includes conducting periodic supplier reviews and managing vendor escalations.

We are seeking a proactive individual with a strong understanding of ITIL frameworks and extensive experience in service delivery operations. Proven ability to manage customer relationships, handle escalations, and drive service improvement initiatives is essential.

Candidates must demonstrate expertise in incident, problem, and change management processes, including leading Root Cause Analysis (RCA) for critical incidents. Experience in governance and reporting, including conducting service reviews and tracking KPIs, is required.

Familiarity with vendor and supplier management, along with a commitment to continuous improvement and operational excellence, is expected. While specific educational degrees are not detailed, a strong foundation in IT service management principles is necessary for success in this role.