Make an impact with NTT DATA
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Your Mission
Within the Managed Services organization, the Governance & Excellence Manager FR/LU plays a key role in structuring, harmonizing, and continuously improving service delivery across France and Luxembourg.
As a recognized governance and quality reference, you ensure consistency of practices, operational performance, and service excellence in a multi-country environment.
This is a highly transversal role, working closely with Delivery, technical, and support teams — without direct people management responsibilities.
Key Responsibilities
✅ Quality & Standardization
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Define, implement, and maintain a common quality framework (process models such as ITIL, KPIs, performance metrics).
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Harmonize ways of working across France and Luxembourg to ensure consistency and efficiency.
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Ensure compliance with contractual, legal, and regulatory requirements.
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Drive continuous improvement initiatives to enhance service quality and operational performance.
📊 Performance Management & Unified Reporting
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Consolidate and analyze service performance (SLA compliance, financial performance, improvement plans).
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Deliver structured and insightful reporting to the Managed Services Director.
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Provide actionable recommendations to support strategic and operational decision-making.
🤝 Cross-Country Governance
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Facilitate and coordinate joint governance forums (Quality Committees, Process Committees, etc.).
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Ensure alignment between France and Luxembourg teams.
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Foster cross-functional collaboration to enable consistent and unified service delivery.
🔄 Transition & Transformation
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Define and structure methodologies for transitioning and transforming new Managed Services contracts.
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Secure smooth onboarding of new clients and services.
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Minimize operational risks and disruptions during transition phases.
🏗 Cross-Functional Services & Architecture
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Define and maintain standards for cross-functional services and architectural practices.
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Collaborate with technical and Delivery teams to ensure consistency, scalability, and robustness of solutions.
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Contribute to service industrialization and maturity improvement.
🔎 Delivery Assurance, Audit & Compliance
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Establish and coordinate the Delivery Assurance framework.
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Identify, assess, and monitor risks related to service quality and compliance.
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Support audit processes and risk mitigation initiatives.
Profile & Qualifications
🎓 Education
- Bachelor’s or Master’s degree in Business, IT, Engineering, or a related field.
💼 Experience
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Minimum 5 years of experience in service quality management, governance, or a similar role within IT Managed Services.
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Experience in multi-site or multi-country environments is highly desirable.
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Proven track record in implementing quality frameworks and driving continuous improvement initiatives.
🧠 Key Competencies
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Strong knowledge of ITSM frameworks (ITIL or equivalent).
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Excellent analytical and problem-solving skills.
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Strong organizational skills with a results-driven mindset.
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Ability to influence and align stakeholders in a cross-functional environment without direct authority.
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Strong communication skills with both operational and executive stakeholders.
🌍 Languages
- Fluent in English and French (mandatory).
➕ Nice to Have
- Certifications such as ITIL, Six Sigma, or Quality Management are a plus.
Why This Role Matters
This position is central to the operational excellence and performance of Managed Services across France and Luxembourg.
It directly contributes to service maturity, client satisfaction, and long-term operational consistency in a collaborative, international environment.
**Workplace type: **
Hybrid Working
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
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. Join our growing global team and accelerate your career with us. Apply today.
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