At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.
NTT DATA Services currently seeks a Vice President - Global Service Desk to join our team in Plano, Texas (US-TX), United States (US).
Role Overview The VP will lead the global service desk organization which supports over 125 customers out of our key service desk operation centers in the US, Mexico, India, Panama, Romania and Morocco. The VP will interface with executive leadership across the corporate vertical organizations. The VP should have a strong understanding of service desk management and automation strategies, as well as in-depth business understanding to achieve successful outcomes.
The VP will lead a team of 2500 plus team members and leaders and will be accountable for:
- Define long-term Service Desk strategy
- Improved Service and NPS to our clients
- Ensure transitions occur within costs and schedule and meet contracted requirements
- Improve renewal rates win rates on new logo business
- Improved cost delivery/cost structure through increased and accelerated automation initiatives and Workforce Management
- Implement workforce strategy to maintain acceptable attrition rates and employee satisfaction
The most senior executive overseeing an organization which provides services to clients on a fee-for-service basis in connection with the design, development, and implementation of IT solutions using software/hardware systems, or the integration of software/hardware systems, or professional IT solutions/services. Provides strategic direction and oversight in developing team capabilities, achieving financial and operational objectives and successfully delivering on customer commitments. Responsibility to scale the business, develop the IT Services lines of business and drive consistent processes and practices around the world.
Principal Accountabilities: - Provides direction and oversight of activities such as systems design and analysis, applications and systems programming, database management, network systems, telecommunications, and data processing operations.
- Responsible for the overall profit and loss, planning, growth and direction for Dell's Services IT organization.
- Leads the Services IT organization to meet customers' growing needs as well as achieve financial targets.
- Creates operational plans that will strategically position the value of Dell's services, as well as promote company profitability goals.
- Partners with sales organization to identify Services IT opportunities and partners with prospective clients to plan and design services and solutions.
- Presents the strengths and benefits of the company's technical services to very large prospective customers and partners.
- Applies knowledge of industry trends and key issues and challenges facing a customer when creating business strategies.
This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.
About NTT DATA Services
NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.
NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 100,000+ professionals in more than 50 countries, and NTT Group, a partner to 85 percent of the Fortune 100. Visit to learn more.
NTT DATA, Inc. (the panys an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
Nearest Major Market: Plano
Nearest Secondary Market: Dallas
Job Segment: Telecom, Telecommunications, Consulting, Executive, VP, Technology, Management
