Job Description

JOB DESCRIPTION

Req ID: 338586 

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 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 AHOD Meeting
  • Team 1 on 1 Sessions
  • HR Onboarding / Off boarding
  • Provides direct supervision to a team of professional level team members globally.
  • Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The Manager/Delivery Manager will coordinate with NTTD 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 Functions
  • 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.

    • Basic Qualifications

  • 2+ years previous IT leadership experience
  • 3+ years prior technical/IT experience

    •  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

    • 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 part of NTT Group, which invests over $3 billion each year in R&D.

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    About NTT DATA

    NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at 

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