OCM Lead

OCM Lead

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 an OCM Lead to join our team in Austin, Texas (US-TX), United States (US).

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

1. 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.