Governance & Excellence Manager France & Luxembourg

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Your day at NTT DATA
The Governance & Excellence Manager FR/LU ensures the quality, standardization, transition, and consistency of managed services shared between France and Luxembourg. This role is pivotal in defining and maintaining the quality framework, driving continuous improvement, and leading cross-country governance initiatives to support operational excellence and client satisfaction. Key responsibilities:

Quality & Standardization

- 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.

Unified Reporting

- 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.

Shared Governance

- 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.

Transition & Transformation

- 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.

Cross-Functional Services & Architecture

- 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.

Delivery Assurance, Audit & Compliance

- 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.).

Qualifications & Experience

- 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.

Workplace type:

Hybrid Working

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today

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