AeroLeads people directory · profile
Jennifer Define Email & Phone Number
Business Operations Program Manager and Central Analytics Leader
at
NTT DATA, Inc.
1 work email found
@nttdata.com
LinkedIn matched
✓ Verified Jun 2026
4 data sources
Profile completeness 100%
Current company
Role
Business Operations Program Manager and Central Analytics Leader
Location
Austin, Texas Metropolitan Area, United States
Who is Jennifer Define? Overview
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Quick answer
Jennifer Define is listed as Business Operations Program Manager and Central Analytics Leader at NTT DATA, Inc., based in Austin, Texas Metropolitan Area, United States. AeroLeads shows a work email signal at nttdata.com and a matched LinkedIn profile for Jennifer Define.
Jennifer Define previously worked as Business Operations / Central Analytics Leader at Ntt Data, Inc. and Transformation Project Manager at Ntt Data, Inc.. Jennifer Define holds Undergraduate Coursework from Columbia College Chicago.
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Email format at NTT DATA, Inc.
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{first}.{last}@nttdata.com
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Profile bio
About Jennifer Define
With over 20 years of work experience in various roles and functions, I am a seasoned and versatile professional with a passion for delivering high-quality service and solutions to customers. My core competencies include project management, business process improvement, relationship management, and operational effectiveness. As a Service Desk Delivery Leader at NTT DATA, I am responsible for providing strategic direction, oversight, and support to a large and complex healthcare client, as well as managing the transition of their service desk to a new provider. I am motivated by the mission of NTT DATA to create a more connected, sustainable, and secure society through digital transformation and innovation. I value collaboration, diversity, and continuous learning, and I bring a wealth of knowledge, experience, and perspectives to the team.In my current role, I have successfully led and delivered several initiatives to improve the service desk performance, quality, and efficiency, while exceeding customer expectations and meeting all SLAs and KPIs. Some of my achievements include: achieving 16% chat FCR improvement and 5.3% phone FCR improvement by implementing POD structure and agent specialization; driving 5.2% reduction in AHT through shift from email to self-service tickets; achieving $400k in cost savings and 21% reduction in cost per contact by adjusting balance of resources in higher vs. lower cost locations. I have also managed the transition of the client service desk to a new provider, ensuring a smooth and seamless handover of services, processes, and systems. I have leveraged my project management, communication, and problem-solving skills to identify and manage project risks, issues, and dependencies, work with internal and external stakeholders, and motivate the delivery team. I have also implemented and managed a resource forecasting governance program to optimize resource utilization and maximize revenue during the rampdown period.
Listed skills include Program Management, Vendor Management, Cross Functional Team Leadership, Process Improvement, and 15 others.
Current workplace
Jennifer Define's current company
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14 roles · 25 years
Jennifer Define work experience
A career timeline built from the work history available for this profile.
Business Operations / Central Analytics Leader
Current- Lead workstream to improve and automate analytics and reporting for large banking client.
- Identify continuous improvement opportunities through advanced analytics and work with cross-functional teams for development and implementation.
- Standardize intake and prioritization process.
- Lead project to reduce top call drivers, identify root causes, and develop mitigation plans. Achieved 49% reduction in top call driver #1 and 52% reduction in top call driver #2.
- Lead project to reduce repeat callers, identify root causes, and develop mitigation plans. Achieved 50% reduction in % of repeat callers and 47% reduction in % of repeat incidents for same configuration item.
Mar 2024 - Present
Transformation Project Manager
- Led Delivery and Marketing workstreams for the integration of NTT DATA’s global IT Services companies into NTT DATA Inc.
- Collaborated with Delivery, Marketing, IT, HR, Strategy, and TMO stakeholders to gather, assess, and prioritize business requirements to integrate users from multiple NTT companies into a single corporate entity (NTT.
Aug 2023 - Mar 2024
Service Desk Delivery Leader And Transition Project Manager
- Provide high-level relationship management and act as client liaison during delivery of Service Desk solutions to healthcare client with 97K end users in network of 61 hospitals and 575 outpatient facilities.
- Conduct regular service reviews and utilize customer feedback to drive continuous improvement in service delivery.
- Partner with delivery team to meet all SLAs & KPIs in a complex, constantly changing environment while exceeding customer expectations. Managed transition of large healthcare client Service Desk to new provider. o.
May 2022 - Mar 2023
Business Operations Leader
- Drove global, cross-functional initiatives from concept through delivery. Focus areas: operational effectiveness and cost recovery / margin improvement.
- Designed and implemented standardized time compliance program across global 38,000+ employee organization. Improved on-time entry, on-time approval, and project financials.:
- Managed end of quarter closing program: Drove process to close all unapproved time records. Achieved $2.7M in recovery and timely, accurate financials.
- Managed upskilling program delivery for 650+ employees across 5 technologies. Identified business needs, recruited mentors, prepared training materials, managed enrollment and communications, administered assessments.
- Designed PowerApps enrollment portal and Power Automate solution for sending course communications and collecting approvals..
- Managed monthly billing process for legacy Dell Service Desk accounts.
Dec 2016 - May 2022
Project Manager
- Led project to define, capture, and report skills for global 10,000+ employee organization.
- Led project to standardize time entry and reporting for global 10,000+ employee organization. Designed and produced weekly/monthly/quarterly reports.
- Conducted time entry audits and worked with people leaders, finance, project managers and resources to verify correct time logging and resource allocation. Drove corrective actions to improve recovery and margin.
- Led project to clean up project financials: close inactive projects, validate cost center, open new projects as required.
2012 - 2016
~4 yrs
Global Vetting & Onboarding Lead, Services Partner Management
- Led global team to vet and onboard new suppliers. Mentored and trained team members; recommended staffing changes to balance support across regions; managed escalations; trained new Services partners on Dell policies.
- Streamlined onboarding process and reduced cycle time by 25%.
- Prepared Services partner onboarding data and reports.
- Led integration of new acquisition companies into Dell’s Services partner onboarding processes.
- Designed and maintained external website for Dell Associates program and internal Sharepoint site.
2009 - 2012
~3 yrs
Resource Manager
- Deployed internal Dell and partner resources to service delivery projects. Balanced customer, business, region and individual resource needs to reach optimal solutions.
- Designed and implemented new scheduling model that delivered $460K in cost savings.
- Maintained deep knowledge of resource skill levels to ensure high quality assignments. Made staffing and training recommendations to leadership team.
- Managed bench and staffing reports. Designed ad-hoc reports as needed.
- Represented Resource Management team on global and cross-functional initiatives. Examples include new product/service introductions, process changes, insourcing vs. outsourcing, and reporting changes.
2007 - 2009
~2 yrs
Global Supply Chain Analyst
- Analyzed component prices across multiple suppliers to identify lowest price. Identified $1.5M in savings opportunities and drove team to capture savings.
- Managed tooling storage supplier relationships. Negotiated $50k cost reduction in storage fees.
- Managed EOL tooling storage and disposition process to support production and service requirements.
2004 - 2007
~3 yrs
Tools & Processes Data Analyst
2001 - 2004
~3 yrs
Communications Analyst
Sep 2000 - May 2001
Executive Administrative Assistant
May 1998 - Sep 2000
Staffing Coordinator
Jun 1997 - May 1998
Co-Founder And Director
Austin Greyhound Adoption
2007 - 2013
~6 yrs
2 education records
Jennifer Define education
Undergraduate Coursework
Columbia College Chicago
Undergraduate Coursework
Northern Illinois University
FAQ
Frequently asked questions about Jennifer Define
Quick answers generated from the profile data available on this page.
What company does Jennifer Define work for?
Jennifer Define works for NTT DATA, Inc..
What is Jennifer Define's role at NTT DATA, Inc.?
Jennifer Define is listed as Business Operations Program Manager and Central Analytics Leader at NTT DATA, Inc..
What is Jennifer Define's email address?
AeroLeads has found 1 work email signal at @nttdata.com for Jennifer Define at NTT DATA, Inc..
Where is Jennifer Define based?
Jennifer Define is based in Austin, Texas Metropolitan Area, United States while working with NTT DATA, Inc..
What companies has Jennifer Define worked for?
Jennifer Define has worked for Ntt Data, Inc., Ntt Data, Dell Technologies, and Austin Greyhound Adoption.
How can I contact Jennifer Define?
You can use AeroLeads to view verified contact signals for Jennifer Define at NTT DATA, Inc., including work email, phone, and LinkedIn data when available.
What schools did Jennifer Define attend?
Jennifer Define holds Undergraduate Coursework from Columbia College Chicago.
What skills is Jennifer Define known for?
Jennifer Define is listed with skills including Program Management, Vendor Management, Cross Functional Team Leadership, Process Improvement, Business Process Improvement, Strategic Planning, Microsoft Excel, and Management.
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