OCM Lead

Req ID: 385963 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a OCM Lead to join our team in Austin, Texas (US-TX), United States (US).

Communications Specialist Advisor

Location : Remote with occasional travel

Role Summary

The OCM Lead will serve as the single point of ownership for customer communications revolving around change execution, and adoption enablement during the TX DIR Cloud Services Phase 2 rollout and transition to steady-state operations.

This role is a high-impact delivery role responsible for translating technical deployments into measurable customer adoption, operational readiness, and consistent customer experience.

The individual will lead OCM activities across service rollout communications, training, marketing obligations, stakeholder alignment, and transition to steady-state ownership, ensuring continuity and quality during a critical program inflection point.

Primary Outcomes (June–December 2026)

This role is accountable for delivering the following outcomes:

• Successful adoption of Phase 2 services (including but not limited to database management services, middleware monitoring, Kubernetes monitoring, and customer financial optimization dashboards)
• Positive customer experience through proactive, structured communications
• Execution of DIR vendor marketing commitments and growth campaigns
• Transition of OCM responsibilities to steady-state support teams if requested by account leadership

Primary Responsibilities

1. Phase 2 Service Rollout & Adoption Leadership

Lead end-to-end OCM execution for all Phase 2 capabilities launching between July–December.

Key responsibilities:

• Own and execute end-to-end communications strategies for:

• DBMS implementation and adoption
• Middleware monitoring rollout
• Kubernetes monitoring agent rollout
• Enterprise and Cloudability dashboard releases

• Manage customer communications lifecycle, including:

• Awareness campaigns, targeted emails, CRM outreach, and newsletters
• Customer expectation setting (service value, RACI changes, new responsibilities)
• Exception and access-related communications with Cloud Operations and Security

• Partner with Cloud Ops Engineering to:

• Facilitate customer discovery sessions
• Translate technical changes into user-friendly messaging

• Monitor and evaluate customer adoption behaviors

• Identify gaps in adoption (e.g., underutilized DBMS capabilities)
• Design and implement targeted change interventions

2. Customer Communications & Experience Ownership

Serve as the central owner of all customer-facing communications programs across the PCM program.

Key responsibilities:

• Develop and manage a multi-channel communications calendar, including:
• Newsletters (monthly cadence)
• Targeted customer emails
• CRM engagement communications
• News articles, podcasts, and announcements
• Lead execution of dashboard launches communications and training campaign, including:
• Awareness messaging (podcasts, newsletters, articles)
• Webinar promotion, delivery coordination, and recording
• Post-launch targeted communications and Quick Start Guides
• Office hours and follow-up support strategy (as needed)
• Ensure consistency, clarity, and timeliness across all messaging
• Maintain governance and approval processes for DIR, MSI, and NTT DATA stakeholders

3. Marketing & Outreach Execution

Drive execution of contractual marketing deliverables and growth initiatives.

Key responsibilities:

Coordinate across NTT DATA Marketing, Account Leadership, DIR, MSI, and other partners to:

• Manage delivery of:

• June short-form video (finalization and submission)
• September long-form podcast (“Cloud Smart, Business Strong”)
• October cybersecurity campaign video (“Cybersecurity in Action”)

• Ensure all deliverables meet:

• Strict submission timelines and approval gates
• DIR marketing standards (branding, production quality, messaging)

• Support development of growth-oriented messaging to increase PCM service awareness and adoption

4. Governance & Reporting Responsibilities

• Lead recurring:

• OCM status meetings and governance forums
• DIR stakeholder review sessions

• Produce:

• Weekly/monthly OCM status reporting across DIR, MSI, and NTT DATA
• OCM workstream schedule updates and milestone tracking
• Contribute OCM elements for transition deliverables as requested by transition PMO.

Secondary Responsibilities (as time allows)

5. Operational Readiness & Behavior Change Enablement

Enable Cloud Ops and Service teams to successfully adopt and sustain new ways of working.

Key responsibilities:

• Partner with Service Delivery Management, Service Management, and Cloud Ops Leadership to:

• Monitor operational and customer behavior trends
• Identify inefficiencies tied to unclear workflows or RACI gaps

• Facilitate:

• Workflow design sessions
• Training and onboarding sessions for new responsibilities

• Develop targeted change interventions to improve:

• Service adoption
• Operational efficiency
• Customer satisfaction

6. Training, Learning & Development Enablement

Support structured learning for both customers and internal teams.

Key responsibilities:

• Identify training needs using pulse surveys, data, and feedback channels
• Develop and coordinate targeted training (e.g., webinars, group sessions)
• Support:

• Dashboard training rollout and enablement
• Service-specific training tied to DBMS, monitoring, and tooling

• Ensure training materials are:

• Accessible (e.g., hosted in Docebo)
• Aligned with customer and operational needs

7. Innovation Center & Growth Enablement

Support Account Management and CCOE initiatives to drive adoption and engagement.

Key responsibilities:

• Develop communications strategies to:

• Promote Innovation Center training opportunities
• Drive participation in Proofs of Concept (PoCs)

• Align messaging with broader PCM growth and adoption strategy

Core capabilities:

• Strong executive-level communications development and messaging strategy
• Hands-on experience with:
• Customer adoption programs
• Multi-channel communications campaigns
• Training rollout and enablement
• Ability to translate technical solutions into business-friendly communications
• Experience managing complex stakeholder environments (client, vendor, and internal teams)
• Team player who leads by example, is consistent and dependable.
• Experience coaching others to share a strong focus on customer service and quality results

Required Qualifications

Experience:

• 8+ years of experience in a contributing role on transformation programs.
• 2+ years of experience leading Organizational Change Management for large-scale technology implementations 

Preferred Qualifications

• Strong demonstrated communications skills including writing, editing and content creation contributions
• Experience supporting cloud, infrastructure, or managed services environments preferred
• PROSCI, ACMP or an equivalent OCM certification preferred

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $90,146– $166,938. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

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 a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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