Governance & Operation Excellence Specialist France & Luxembourg F/H

Governance & Excellence Manager FR/LU

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.

Key Responsibilities

Quality & Standardization

• Define, implement, and maintain a common quality framework (process models such as ITIL, KPIs, performance metrics).
• Harmonize ways of working across France and Luxembourg to ensure consistency and efficiency.
• Ensure compliance with contractual, legal, and regulatory requirements.
• Drive continuous improvement initiatives to enhance service quality and operational performance.

Performance Management & Unified Reporting

• Consolidate and analyze service performance (SLA compliance, financial performance, improvement plans).
• Deliver structured and insightful reporting to the Managed Services Director.
• Provide actionable recommendations to support strategic and operational decision‑making.

Cross‑Country Governance

• Facilitate and coordinate joint governance forums (Quality Committees, Process Committees, etc.).
• Ensure alignment between France and Luxembourg teams.
• Foster cross‑functional collaboration to enable consistent and unified service delivery.

Transition & Transformation

• Define and structure methodologies for transitioning and transforming new Managed Services contracts.
• Secure smooth onboarding of new clients and services.
• Minimize operational risks and disruptions during transition phases.

Cross‑Functional Services & Architecture

• Define and maintain standards for cross‑functional services and architectural practices.
• Collaborate with technical and Delivery teams to ensure consistency, scalability, and robustness of solutions.
• Contribute to service industrialization and maturity improvement.

Delivery Assurance, Audit & Compliance

• Establish and coordinate the Delivery Assurance framework.
• Identify, assess, and monitor risks related to service quality and compliance.
• 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

• Minimum five years of experience in service quality management, governance, or a similar role within IT Managed Services.
• Experience in multi‑site or multi‑country environments is highly desirable.
• Proven track record in implementing quality frameworks and driving continuous improvement initiatives.

Key Competencies

• Strong knowledge of ITSM frameworks (ITIL or equivalent).
• Excellent analytical and problem‑solving skills.
• Strong organizational skills with a results‑driven mindset.
• Ability to influence and align stakeholders in a cross‑functional environment without direct authority.
• 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.

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

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.