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We are currently seeking a [[Project Program Associate Director]] to join our team in [[Lemont]], [[IL]], [[US]].

IT Program Manager/Service Delivery Manager

NTT DATA, as the Managed Service Provider (MSP), is contracted to provide commodity IT support for the Argonne National Laboratory (ANL) operational divisions supports based in Lemont, IL. The Service Delivery Manager will manage staff and carry out supervisory responsibilities per the organization's policies. The Service Delivery Manager is responsible for meeting all service-level agreements.

RESPONSIBILITIES AND DUTIES:

• Manage project deliverables and support services such that all the SLA's are met for every measuring period.
• Ensure contractual deliverables are provided and performance SLA’s are achieved.
• Enforcing KPI’s/metrics/allocating resources.
• Participate in the design, build and management of a managed service or equivalent
• Prepares technical reports on the operation of systems and provides training in system use and access.
• Provide program reporting for management and stakeholders for the project activities Participates in the planning, implementation, and review processes for new technologies.
• Strong communication and customer service skills.
• Strong ITSM knowledge and service delivery.
• Identify and manage all dependencies, risks and issues that occur during the project life cycle.
• Ensure smooth and cordial relationship with the team, client and ensure the highest level of customer satisfaction.
• Manage key stakeholder relationships with transparence and integrity.
• Work with the Program Manager to manage staffing, timelines and budget for projects and be accountable for delivering against established company and client commitments.
• Proficiency in establishing, monitoring, reporting budgets, and overseeing expenditures.
• Ability to work on problems of diverse scope and extremely complex in nature which may cross many functional areas.
• Excellent communication (oral and written), judgment, interpersonal, and problem-solving skills.
• Excellent client relationship-building skills.
• Hands-on ability to think strategically and tactically.
  

Basic Qualifications

Argonne is a highly complex environment and as such a minimum level of experience should be equal to or greater than the following:

• Bachelor’s degree in computer science, Information Technology, or other technical discipline, or Seven (7) years of relevant IT professional experience.
• 10+ years exp. Project and Program Management
• 5+ years exp. Project / Service Delivery management with broad business knowledge and managerial experience
• 5+ years exp. Managing an IT Infrastructure Project/Program
• 5+ years of managing a team of 10+
  

Preferred Qualifications

• PMP or equivalent Certification
• ITIL v3 or higher
• IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent

DoD 8140 Sec

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About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

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.