Governance & Excellence Manager
NTT
full-time
Posted on:
Location Type: Hybrid
Location: Capellen • 🇱🇺 Luxembourg
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSM
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
service quality managementquality frameworksITILKPI analysisrisk managementcontinuous improvementprocess modelsoperational data analysisservice level agreements (SLA)financial performance analysis
Soft skills
analytical skillsorganizational skillsproblem-solving skillscommunication abilitiesinterpersonal abilitiesleadershipcross-functional collaborationdecision-makingteam managementclient onboarding
Certifications
ITILSix SigmaQuality Management