Manager - Field Services

Manager - Field Services

Location: Guadalajara, Jalisco (MX-JAL), Mexico (MX)

Role Responsibilities

• Direct 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 / Offboarding
• Provide direct supervision to a team of professional level team members in the US.
• Monitor SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs; 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.)
• Ensure Client End Users & Business Unit Program Owners receive high customer satisfaction; partner with NTT DATA Client Delivery Executive and Client Program Owner to conduct approved CSAT & Program Surveys, conduct root cause analysis & implement Customer Service Improvement Plans.
• Maintain Operational Control of the Field Services Team.
  • Oversee and Manage Field Services Ticket Updates and Ticket Aging
  • Ensure leadership presence and availability (as a remote manager)
  • Send daily and weekly communications and reports to the client, as required.
  • Maintain Team Attendance Tracking
  • Lead discussions and meetings related to Field Services
  • Manage team issues, roadblocks and currency of ticket updates on aging tickets.
• Analyze Ticket Data 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

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 Pay Transparency information, please click here.