The Specialist, DC Operational Excellence will be part of the NTT DATA Global Data Centers (GDC) DC Operations Critical Operations team and shall be responsible for managing (driving, implementing, supporting, and reporting) specific operational excellence programs across GDC operational DC sites, normally from a regional or country perspective, aligned with any GDC strategic objectives. Priority examples of these include the implementation of a DC Operations learning management system (Vector), the Operational Performance Assessment (OPA) governance program, and support management of the audit/assessment program and associated resolution of findings to satisfactory closure.
This role reports directly to the Senior Director, Critical Operations to promote compliant operational excellence readiness for new, expanding, or existing DCs. This will include oversight and stakeholder collaboration for the seamless DC operational service experience, promoting operational excellence. The role will work collaboratively with all operational teams and stakeholders across DC Operations globally, regional and country levels to drive operational excellence and introduce a Zero Outage mindset, wherein processes and procedures are adopted, as required.
Essential Duties & Responsibilities
To facilitate specific operational excellence activities, as reasonably requested by the GDC DC Operations business and approved by the Senior Director, Critical Operations, with defined standards or terms of reference, and required business outcomes.
- Through collaboration and engagement with stakeholders, understand and directly support our internal/external clients/customers operational excellence requirements, specifically hyperscale clients, by supporting audit, assessment or inspection programs and closure of any associated findings, as required.
- Actively involved in DC Operations in maintaining and applying continuous improvement strategies, bringing mutual goals/benefits together, primarily in standards and performance, and other Critical Operations functional responsibilities.
- Attend hyperscale (and other as required) calls on an ad-hoc basis as required by DC Operations, such as QBR/SRM/SPOF/etc., to support improvements to operational effectiveness and efficiency.
- To support reviews with DC Operations stakeholders on standards (process and documents), such as DC Operations day-to-day operational documents and process's (MOP's/SOP's/EOP's), CAFM/CMMS process's (GDC1Service/MCIM) and tablet user experience, considering opportunities for operational excellence initiatives.
- To support the implementation of a GDC wide learning management system (Vector) across the DC Operations team globally, and the ongoing management thereof, including opportunities for improvements, especially with new evolving technologies (i.e. AI approaches supporting the learning journey).
- To support the implementation of a GDC wide OPA program with Critical Operations focus on program governance across the DC Operations team globally generally and specifically for designated DC sites in a GDC region or countries, and the ongoing management thereof, including opportunities for improvements.
- To liaise with stakeholders (i.e. Engineering Operations – Problem Management) to capture and implement operational initiatives from Lessons Learned reviews of NTT DATA GDC Incident reporting, RCA (Root Cause Analysis), or near misses, to drive and influence best practice within DC Operations teams through awareness programs, using both formal and informal engagement.
- When required, to support the transition from a new construction or fit-out phase to operational readiness, then into steady state/business as usual. Introducing and/or reinforcing the foundations and development for an integrated DC Operations team. Who delivery safely, compliantly and at pace, whilst always considering the business and client requirements and deliverables.
- Sharing examples of best practices of operational excellence and lessons learned from incidents. This will include the transition, adoption, embedding and promotion of the revision to the current DC Operations Playbook and associated processes and documents.
- To apply lean or other principles in considering potential operational excellence initiatives. These shall maintain or enhance effective operational outcomes. These are to underpin our culture of Maximum Uptime/Minimum Downtime – What will make the DC Operations teams more operationally efficient
- To support a method of working where we avoid local reinvention of standards at DC level and by leading collaboration and cooperation across the GDC regions, supporting the harmonization of standards which drive consistency and operational service excellence.
Key Performance Indicators
- To support respective NTT DATA GDC stakeholders to define and implement key performance indicators (KPI's) that are measurable and demonstrate how effectively Operational Excellence initiatives are considered and implemented.
- To demonstrate success, also to consider any other effective KPI, PI or metrics/measures or goals that can be applied to this role, for future development and implementation, as required.
Reporting
- To provide reporting on Operational Excellence initiatives across NTT DATA GDC DC Operations, at least quarterly, or more regularly if required.
- To support reporting on performance against KPIs and scheduled meetings, at least quarterly, with stakeholders, to review address any KPI related issues and concerns.
- To provide ad-hoc reporting to interested parties, giving support and guidance on how to rectify and improve any reported non-conformances or performance of implemented operational initiatives.
Team training and awareness
- To support compilation of awareness/training programs, along with any required SME's (Subject Matter Experts) to DC Operations teams and other required parties to influence and drive implementation of the required standards to DC Operations site teams, as part of the overall engagement and embedment of any standards/performance program.
Planning
- Develop realistic plans, set goals, align plans with NTT DATA GDC DC Operations objectives and coordinate with others team members.
Problem solving
- Ability to break to review problems and issues and to prioritize solutions. Assist to identify action owners, who are made to be responsible and accountable for delivering objectives. Empowered to escalate when required with strong input and guidance in respect of options/recommendations.
Managing performance
- Apply best practice approaches to drive the consideration and implementation of operational excellence initiatives, such as lean principles, Six Sigma or a suitable alternative.
- Apply clear/consistent performance standards to handle performance problems decisively and objectively and communicate in a manner that is direct, but tactful and aid performance improvement.
- Aid the development of a positive team culture through achievement of results, teamwork, development, accountability, competency, and professionalism.
- Demonstrate a passion for standardization and operational excellence.
- Maintain a knowledge of the industry and regulatory rules, requirements, and developments to ensure ongoing best practice
Knowledge, Skills & Abilities
- An operations and operational excellence with zero-downtime mentality.
- A strategic thinking individual with a structured and target-oriented approach.
- Demonstrable skills in operational and operational management, and collaboration.
- Outstanding relationship-builder and communicator, both internally and externally.
- Ability to work in multi-national, inter-disciplinary and culturally diverse teams.
- A passion for listening to stakeholders and clients and a world-class service mentality.
- Modern leadership style and excellent leadership skills set.
Education & Experience
- Experience of working in mechanical and electrical critical environments within a large multinational company with significant regional operations.
- Ideally, experienced in data centers with an extensive client base.
- Subject matter experts understanding of DC Operations and operational and governance principles and standards
- Working Knowledge of Plan Do Check Act (Deming cycle) is highly desirable.
- Working Knowledge of Lean Principles, and associated certifications are highly desirable.
- Ability to teach and guide team members through existing and new processes.
- Ability to prepare, present and summarize information to all audience types.
- Willing and able to travel.
- Recognized Health and Safety Qualification is highly desirable.
- Proficient in English language both written and verbal.
