Account Service Manager - ITSM

Cirquent Ntt Data Group - Plano, TX

Full-time - Mid Level

Plano, TX

About the position

The Account Service Manager - ITSM is responsible for overseeing and administering ITIL-based service support and technical account management. This role involves managing service delivery processes, including incident management, problem management, request management, change management, service level management, and configuration management, ensuring effective client account management on a 24x7 basis. The position requires strong leadership in service delivery and continuous improvement activities to enhance client and internal business processes.

Responsibilities

• Oversee and administer ITIL-based service support and technical account management.
• Manage service delivery processes including incident, problem, request, change, service level, and configuration management.
• Coordinate resources and manage client relationships effectively.
• Lead high-level service delivery processes and associated projects.
• Own one or more service delivery processes and ensure they are managed in a standard service delivery environment.
• Lead continuous improvement activities in support of client or internal business processes.
• Analyze and explain high-level Service Management functions.

Requirements

• 8+ years of account management/service management experience.
• Experience with ITIL processes and principles.

Nice-to-haves

• Undergraduate degree or equivalent combination of education and work experience; Graduate degree preferred.
• Strong written and verbal communication skills.
• Strong ability to create and document processes.
• Ability to physically perform general office requirements (50 lbs +).
• Ability to perform essential responsibilities with or without reasonable accommodations.

Benefits

• Inclusive and adaptable work environment.
• Opportunities for professional growth and development.