Service Delivery Program Manager, GID Operational Excellence

Global Data Centers Americas, Inc.; United States; Remote; USD 110,000 - 140,000; Full time

Job summary

NTT Global Data Centers Americas, Inc. is seeking a Service Delivery Program Manager to lead global construction initiatives, drive operational efficiency, and standardize processes across geographies.

You will deploy best practices, digital tools, and governance structures to ensure continuous improvement and compliance with SLAs. The role emphasizes cross-functional collaboration, auditing support, and KPI analysis to identify optimization opportunities and align with strategic business goals.

Qualifications

• Bachelor's degree or equivalent in Engineering, Construction Management, Compliance, Business Administration or related field.
• Desirable certifications include ITIL and Six Sigma, and PMP (Project Management Professional).
• Extensive experience in project management methodologies, tools, and practices.

Responsibilities

• Drive operational efficiency and standardization across global construction.
• Identify and implement scalable process improvements.
• Streamline workflows and eliminate inefficiencies.
• Deploy best practices and digital tools to enhance performance.
• Collaborate cross-functionally to align with strategic goals.
• Establish governance frameworks for continuous improvement.
• Support document review and management and control changes to SOPs.
• Facilitate service delivery audits and implement audit recommendations.
• Track and analyze KPIs to evaluate service delivery performance.

Skills

Operational efficiency

Process standardization

Stakeholder mgmt

Governance

KPI tracking

Budgeting

Team leadership

Education

Engineering degree

Construction management

ITIL

Six Sigma

PMP

Job description

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

The Service Delivery Program Manager is a seasoned subject matter expert responsible for driving operational efficiency and standardization across global construction initiatives. This role focuses on identifying and implementing scalable process improvements, streamlining workflows, and eliminating inefficiencies. This role will deploy best practices and digital tools to enhance performance, collaborates cross-functionally to align with strategic goals, and establishes governance frameworks for continuous improvement. The role ensures compliance with service level agreements (SLAs), tracks key performance indicators (KPIs), and supports audits and ISO certification renewals.

What we are looking for

The Service Delivery Program Manager is a seasoned subject matter expert responsible for driving operational efficiency and standardization across global construction initiatives. This role focuses on identifying and implementing scalable process improvements, streamlining workflows, and eliminating inefficiencies. This role will deploy best practices and digital tools to enhance performance, collaborates cross-functionally to align with strategic goals, and establishes governance frameworks for continuous improvement. The role ensures compliance with service level agreements (SLAs), tracks key performance indicators (KPIs), and supports audits and ISO certification renewals.

KEY RESPONSIBILITIES

• Drive operational efficiency and standardization across global construction.
• Identify and implement scalable process improvements.
• Streamline workflows and eliminate inefficiencies.
• Deploy best practices and digital tools to enhance performance.
• Collaborate cross-functionally to align with strategic goals.
• Establish governance frameworks for continuous improvement.
• Support document review and management and control changes to standard operating procedures.
• Facilitate service delivery audits and assist in the implementation of audit recommendations.
• Track and analyze KPIs to evaluate service delivery performance and identify areas for improvement.
• Ensure compliance with regulatory requirements, industry standards, and internal policies.
• Set up governance structures to enable delivery of business outcomes.
• Understand and support business continuity recovery strategies and plans.

KNOWLEDGE & ATTRIBUTES

• Proven ability to contribute to performance strategies that drive operational excellence and business outcomes.
• Extended knowledge of data center facilities, infrastructure, best practices, and industry standards
• Effective leadership and team management skills when influencing without authority.
• Extended communication and interpersonal skills for effective collaboration, stakeholder management, and reporting.
• Extended problem-solving and analytical abilities to address complex challenges.
• Commitment to continuous learning and staying updated with industry trends and best practices.
• Good financial acumen, budgeting skills, and experience managing large construction project budgets.

ACADEMIC QUALIFICATIONS & CERTIFICATIONS

• Bachelor's degree or equivalent in Engineering, Construction Management, Compliance, Business Administration or related field.
• Desirable certifications include ITIL and Six Sigma, and PMP (Project Management Professional)

REQUIRED EXPERIENCE

• Extensive experience gained in a similar role within a global services organization.
• Extensive experience in project management methodologies, tools, and practices.
• Experience managing data center construction projects.
• Experience managing and leading data construction project resources.

PHYSICAL REQUIREMENTS

• Remain stationary for long periods of time.
• Operate computer, peripherals, and other office equipment.
• Perform work during US business hours and time zones.

WORK CONDITION & OTHER REQUIREMENTS

• Perform work from a remote location with stable internet connection.

Compensation Pay Range

For roles residing in the US, we share pay and benefit levels to support pay transparency requirements. For other countries, we are more than happy to share our competitive pay and benefit levels during the interview process.

This is a remote position that requires reliable internet connection and electricity. A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device, if applicable.

NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is:

$118,