Manager - Field Services

Role Responsibilities

• Responsible for directing theEnd 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.
• Demonstrated strong leadership skills

About NTT DATA

NTT DATA is a leading business and technology services provider.

Equal Employment Opportunity

NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .