Senior Manager - Service Excellence, Transformation & Governance

Senior Manager – Service Excellence, Transformation & Governance

The Company
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.
Role Overview
The Senior Manager – Service Excellence & Transformation will be responsible for driving strategic operational excellence initiatives across the organization, ensuring successful execution of transformation programs, and delivering measurable business outcomes. This role will own and govern all key operational improvement initiatives, monitor progress against targets, identify opportunities for optimization, and partner with stakeholders to enhance service delivery, efficiency, and customer experience.
The ideal candidate is a highly analytical, proactive, and results-oriented professional with strong problem-solving capabilities, exceptional project management skills, and the ability to influence change across the organization.

Key Responsibilities
Strategy & Transformation
•    Develop and execute service excellence and operational transformation strategies aligned with organizational objectives.
•    Identify opportunities to enhance operational efficiency, service quality, customer satisfaction, and business performance.
•    Lead and drive continuous improvement initiatives across functions.
•    Translate business goals into actionable transformation roadmaps and measurable outcomes.
Initiative Ownership & Governance
•    Own end-to-end delivery of strategic and operational improvement initiatives.
•    Establish governance frameworks to track, monitor, and report progress of all transformation programs.
•    Ensure initiatives are delivered on time, within scope, and achieve desired business results.
•    Identify risks, roadblocks, and dependencies and proactively implement mitigation plans.
Performance Management
•    Monitor operational performance and service metrics against defined targets and KPIs.
•    Conduct regular reviews and provide actionable insights to leadership.
•    Develop reporting dashboards and performance tracking mechanisms.
•    Drive accountability across teams to ensure achievement of business objectives.

Analytics & Problem Solving
•    Conduct in-depth analysis to identify trends, root causes, opportunities, and operational gaps.
•    Leverage data-driven insights to support decision-making and continuous improvement efforts.
•    Perform benchmarking and research to identify industry best practices and emerging trends.
•    Recommend innovative solutions to improve effectiveness and efficiency.
Stakeholder Management
•    Collaborate with cross-functional leaders to drive change and ensure alignment on priorities.
•    Influence stakeholders at all levels to support transformation initiatives.
•    Facilitate communication and progress updates with senior leadership and executive teams.
Continuous Improvement & Service Excellence
•    Champion a culture of continuous improvement and operational excellence.
•    Drive process standardization, simplification, and automation where appropriate.
•    Promote customer-centric practices to improve service delivery and experience.

Required Qualifications & Experience
•    Bachelor's degree in Business Administration, Operations Management, Engineering, or related discipline.
•    8+ years of experience in Operations Excellence, Service Excellence, Business Transformation, Program Management, or related fields.
•    Proven track record of leading large-scale operational improvement and transformation initiatives.
•    Strong experience in performance management, governance, and strategic planning.

Key Competencies
Technical Competencies
•    Strategic Planning & Execution
•    Operational Excellence Methodologies
•    Program & Project Management
•    Business Analytics & Reporting
•    Process Improvement & Optimization
•    Change Management
•    Risk Management
Behavioral Competencies
•    Strong analytical and critical thinking skills.
•    Highly proactive with a self-starter mindset.
•    Exceptional problem-solving capabilities.
•    Strong research and fact-finding abilities.
•    Quick learner with the ability to adapt in a fast-paced environment.
•    Results-oriented with strong execution focus.
•    Excellent stakeholder management and influencing skills.
•    Strong communication and presentation capabilities.
•    Ability to manage multiple priorities and initiatives simultaneously.

Success Measures
•    Achievement of operational and service excellence targets.
•    Successful execution of transformation initiatives.
•    Improvement in operational efficiency and customer satisfaction metrics.
•    Timely delivery of strategic projects and programs.
•    Increased stakeholder engagement and adoption of improvement initiatives.
•    Sustainable process improvements resulting in measurable business impact.