Req ID: 372916
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 a Manager - Field Services to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).
As a People Leader, the Manager is responsible for all aspects of hiring and development of their direct reports. The Manager is also responsible for delivery of services to our clients and client satisfaction.
Role Responsibilities
- Responsible for directing the End User Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services, schedules, developing the team, and maintaining overall quality
- Develop Personnel
- Conduct Client Field Services Meeting
- Team 1 on 1 Sessions
- HR Onboarding / Off boarding
- Provides direct supervision to a team of professional level team members in the US.
- Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The Manager/Delivery Manager will coordinate with NTT DATA Client Delivery Executive and Client Program Owners on Daily, Weekly, Monthly Client priorities projects.
- Conduct Daily “Plan of Day” call with Regional Lead Technicians
- Monitor and achieve SLA Performance by enterprise client locations
- Deliver Program Quality (CSAT, Process Compliance, etc.)
- Coordinate Field Service Tower Integration activities (Service Desk, Desktop Engineering
- Manage Delivery Cost
- Standardize Field Service Processes
- Ensure operational continuity (Staffing, Knowledge Base, etc.)
- Responsible for ensuring Client End Users Business Unit Program Owners receive high customer satisfaction. The Manager will partner with NTT DATA client Delivery Executive and Client program Owner to conduct approved CSAT Program Surveys. Conduct root cause analysis implement pertinent Customer Service Improvement Plans.
- Maintain Operational Control of the Field Services Team
- Oversee and Manage Field Services Ticket Updates and Ticket Aging
- Ensuring leadership presence and availability (as a remote manager)
- Sending daily and weekly communications and reports to the client, as required.
- Maintaining Team Attendance Tracking
- Lead discussions and meetings related to Field Services
- Manage team issues, roadblocks and currency of ticket updates on aging tickets.
- Ongoing Ticket Data Analyze to:
- Identify trends and possible improvements.
- Balance workload of tickets within the team.
- Identify lack of process coherence by the Field Services Team
- Manage Mean Time to Resolve issues
Basic Qualifications
- 2+ years previous IT leadership experience
- 3+ years prior technical/IT experience
- Able to work in a US Central Time Zone work schedule.
- Proficient in the English language (all meetings and communications are in English)
Additional Skills
- Undergraduate degree or equivalent combination of education and work experience
- ITIL Certification
- Excellent verbal and written communication skills
- Ability to create and document processes
- Proficiency with Excel
- Project Management Experience
- Experience with AI, a plus.
- Strong negotiation skills.
- Demonstrated strong leadership skills
#LI-LATAM
About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in RD.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.
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