JOB DESCRIPTION Req ID: 372916
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 qualityDevelop PersonnelConduct Client Field Services MeetingTeam 1 on 1 SessionsHR 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 TechniciansMonitor and achieve SLA Performance by enterprise & client locationsDeliver Program Quality (CSAT, Process Compliance, etc.)Coordinate Field Service Tower Integration activities (Service Desk, Desktop EngineeringManage Delivery CostStandardize Field Service ProcessesEnsure 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 TeamOversee and Manage Field Services Ticket Updates and Ticket AgingEnsuring leadership presence and availability (as a remote manager)Sending daily and weekly communications and reports to the client, as required.Maintaining Team Attendance TrackingLead discussions and meetings related to Field ServicesManage 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 TeamManage 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
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About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune General 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.;

📌 Manager - Field Services (Guadalajara)
🏢 Ntt
📍 Guadalajara