Account Service Advisor - Service Management - FTR

Burnaby, BC, Canada

Annual Salary Range (2026): CAD $113,323 · Full-time

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Job details

Pay: Annual Salary Range (2026): CAD $113,323
Job type: Full-time
Experience: Typically requires 8+ years Service Management experience.
Posting language: English
Posted: Sep 24, 2026

Original job description

Req ID: 69282

This position is with NTT DATA BCU, Inc. and is part of the BCGE Union.

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be

part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Account Service Advisor - Service Management - FTR to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).

Accountabilities

Handles diverse issues and lead projects that contribute to the company's success.
Leads high-level service delivery processes and associated projects and may allocate work to others
Owns one or more service delivery processes.
Manages service delivery processes in a standard service delivery environment.
Leads continuous improvement activities in support of client or internal business processes.
Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis.
Manages and oversees service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic.
Participates in enterprise-wide, cross-disciplinary business strategy projects, including confidential initiatives that support the selection, procurement and implementation of appropriate information systems applications that may result in the reduction or repurposing of FTEs.

Qualifications

Experience and Education Required

Typically requires 8+ years Service Management experience.
Undergraduate degree or equivalent combination of education and work experience.
ITIL4 Foundations Certification
ITIL Managing Professional (MP or higher), Preferred.
ServiceNow Certified System Administrator (CSA), Preferred
DevOps, Lean/Six Sigma, or Project Management Professional (PMP) certifications are preferred.

Skills

Demonstrated experience with ServiceNow ITSM
Strong background in ITIL processes and best practices
Ability to analyze and explain Service Management functions.
Strong understanding of ITIL processes and principals
Strong written and verbal skills.
Strong ability to create and document process.
Experience building or maturing ITSM processes
Ability to physically perform general office requirements.
Must be able to perform essential responsibilities with or without reasonable accommodations.

Physical Requirements/Working Conditions

Ability to physically perform general office requirements. Must be able to perform essential responsibilities with or without reasonable accommodation.

Financial Responsibility

None

Direct Supervision

No direct supervision

Project/Team Leadership or Training

Coordinate daily workflow, assign tasks, and support delivery against timelines.
Provide guidance, training, and knowledge-sharing to build team capability.
Monitor work progress and share feedback and performance insights with management.
Address day-to-day issues and help resolve minor team conflicts.

Please note, as per the CBA and Human Rights Code of BC, this posted position may be used for accommodation of union members based on medical or human rights grounds without previous notice. The Employer must give preference to a union member who has submitted an approved accommodation request if the position is still vacant during the recruitment process.

Annual Salary Range (2026): CAD $113,323

About NTT DATA Services

NTT DATA BCU is an entity of NTT DATA Services, 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 will consider all qualified applicants for employment without regard

to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

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More about this job

Responsibilities

Own and manage IT service delivery processes, including incident, problem, request, change, service level, and configuration management, while coordinating client accounts and service support. Lead continuous improvement and cross-functional initiatives, coordinate team workflows, and provide guidance and training to support delivery.

Requirements

Requires 8 or more years of service management experience and an undergraduate degree or equivalent combination of education and work experience. ITIL 4 Foundation certification and demonstrated ServiceNow ITSM experience are required; ITIL Managing Professional, ServiceNow CSA, DevOps, Lean/Six Sigma, or PMP certifications are preferred.

Skills

ServiceNow ITSM
ITIL Processes
Service Delivery Management
Incident Management
Problem Management
Request Management
Change Management
Service Level Management
Configuration Management
Process Improvement
Process Documentation
Client Account Management
Resource Coordination
Project Leadership
Written Communication
Verbal Communication

Visa sponsorship

Not detected in the job text

Keywords

Service Management
ServiceNow ITSM
ITIL
ITIL 4 Foundation
ITIL Managing Professional
ServiceNow Certified System Administrator
DevOps
Lean
Six Sigma
Project Management Professional
Service Delivery
Incident Management
Problem Management
Request Management
Change Management
Service Level Management
Configuration Management
Continuous Improvement
Technical Account Management
Client Account Management
Resource Coordination
Process Documentation
Project Leadership
Team Training
IT Services
Business Process Management

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