Hybrid Governance & Excellence Manager

at NTT

• Job title: Governance & Excellence Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM
• Location requirements: Hybrid, Capellen, Luxembourg

About the role

• Governance & Excellence Manager ensuring the quality and consistency of NTT DATA’s managed services between France and Luxembourg. Leading governance initiatives to enhance service delivery and customer satisfaction.

Responsibilities

• Ensure the quality, standardization, transition, and consistency of managed services shared between France and Luxembourg.
• Define, implement, and maintain the quality framework, process models (e.g., ITIL), KPIs, and quality metrics common to both France and Luxembourg.
• Ensure the adoption of best practices and compliance with contractual, legal, and regulatory requirements.
• Lead continuous improvement initiatives to enhance service quality and operational efficiency.
• Consolidate and report on service performance (SLA, financial performance, progress of improvement plans) for the Managed Services Director.
• Provide actionable insights through regular analysis of operational data and KPIs.
• Lead and manage joint governance bodies (Quality Committees, Process Committees, etc.) involving FRA and LUX teams, ensuring ongoing alignment and collaboration.
• Facilitate cross-functional communication and decision-making to support unified service delivery.
• Define methodologies and oversee processes for transitioning and transforming new managed services contracts.
• Ensure smooth onboarding of new clients and services, minimizing operational risks and disruptions.
• Define and maintain processes for cross-functional services and architectural standards across both countries.
• Collaborate with technical and delivery teams to ensure consistency and scalability of solutions.
• Establish and manage the Delivery Assurance function, including risk management services.
• Identify, assess, and monitor risks related to the delivery of managed services (risks of non-quality, non-compliance, etc.).

Requirements

• Bachelor’s or Master’s degree in Business, IT, Engineering, or a related field
• 5+ years of experience in service quality management, governance, or a similar role within IT Managed Services
• Experience managing teams across multiple countries or regions is highly desirable
• Proven experience in implementing quality frameworks and driving continuous improvement
• Strong understanding of ITIL or other IT service management frameworks
• Experience in cross-country or multi-site environments is highly desirable
• Excellent analytical, organizational, and problem-solving skills.
• Strong communication and interpersonal abilities, with experience leading cross-functional teams.
• Fluent in English and French
• Relevant certifications (e.g., ITIL, Six Sigma, Quality Management) are an advantage.

Benefits

• Equal Opportunity Employer
• Global culture that embraces diversity
• Environment free of unfair discrimination and harassment