Field Tech Senior Manager

Req ID: 395282 

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 Field Tech Senior Manager to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

As a Leader, the Senior Manager is responsible for all aspects of hiring and development of their direct reports.  The Senior Manager is also responsible for delivery of services to our clients and client satisfaction, including partner management. 

Role Responsibilities

• Responsible for directing the Field Service and Depot 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 Meetings
• 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 Senior 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 Delivery 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.  
• Depot Partner Management
• Provide operational governance and oversight of the third-party partner responsible for depot operations.
• Hold the service partner accountable for meeting contractual commitments, SLAs, KPIs, quality standards, and operational procedures.
• Review performance trends, exceptions, backlog, aging tickets, fulfillment performance, inventory issues, and recurring operational problems.
• Identify service improvement opportunities based on client feedback, operational trends, ticket data, and service performance.  Implement improvements identified, as appropriate.

Basic Qualifications

• 5+ 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

#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 R&D.

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, @nttdatafed.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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