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
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📌 Manager - Field Services (Jalisco)
🏢 Ntt Data
📍 Jalisco