Service Management Process Manager (with French) Job at NTT DATA (Brasov)

Job Responsibility

Being part of the team responsible for operating the European Commission’s Network Managed Services under the NMSIII framework contract, covering a large-scale, multi-site, mission-critical infrastructure
Designing, developing, implementing, and continuously improving service management processes aligned with ITIL V3 and/or DevOps best practices across a complex ecosystem, including network, security, telephony, compliance, and supporting infrastructures
Proactively supporting operational teams, including approximately 60 on-site staff across Brussels and Luxembourg, by embedding process excellence into daily activities and ensuring consistent, high-quality service delivery
Reviewing, assessing, and enhancing existing procedures to increase process maturity and operational efficiency
Performing and supporting process audits to ensure compliance with defined standards, KPIs, and contractual obligations
Defining, tracking, and reporting on process performance metrics, identifying gaps, and driving continuous improvement initiatives
Leading and managing the annual service management process workplan, ensuring alignment with organizational goals and contractual requirements
Translating process needs into clear tooling specifications, contributing to automation and reliability improvements across the service landscape
Collaborating with technical and operational stakeholders across domains such as LAN/WAN infrastructure, security layers, data centers, and test/lab environments to ensure processes are practical and effectively implemented

Requirements

Master’s degree or equivalent is considered an asset
Minimum 3-5 years of experience in ITIL V3 process design, implementation, and continuous improvement within complex IT environments
ITIL certification (V3 or higher) is strongly preferred
Good understanding of network environments
knowledge of technologies such as Juniper SD-WAN is an advantage
Strong knowledge of one or more IT domains (network, security, infrastructure, or service management)
Proven ability to produce clear, structured, and high-quality documentation
Strong analytical and organizational skills, with the ability to manage multiple processes and priorities effectively
Excellent interpersonal and communication skills, with the ability to work across diverse technical and operational teams
Excellent command of both spoken and written English and French

What we offer

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Service Management Process Manager (with French)

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