OCM Lead

OCM Lead

NTT DATA Services is seeking an 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:

• Phase 2 Service Rollout & Adoption Leadership:
  Lead end-to-end OCM execution for all Phase 2 capabilities launching between July–December. Key responsibilities include owning and executing end-to-end communications strategies for DBMS implementation and adoption, middleware monitoring rollout, Kubernetes monitoring agent rollout, and 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.
• Customer Communications & Experience Ownership:
  Serve as the central owner of all customer-facing communications programs across the PCM program. 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.
• Marketing & Outreach Execution:
  Drive execution of contractual marketing deliverables and growth initiatives. 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.

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…