Req ID: 372916

Location: Guadalajara, Jalisco, Mexico.

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 meetings, team 1‑on‑1 sessions, HR onboarding/off‑boarding.
- 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, and monthly client priorities and projects.
- Conduct daily “Plan of Day” calls with Regional Lead Technicians; monitor and achieve SLA performance by enterprise and client locations; deliver program quality (CSAT, Process Compliance, etc.); coordinate Field Service Tower Integration activities; manage delivery cost; standardize field service processes; ensure operational continuity.




- Guarantee client end‑users and business unit program owners receive high customer satisfaction; partner with client delivery executives and program owners to conduct approved CSAT and program surveys; conduct root cause analysis and implement customer service improvement plans.
- Maintain operational control of the Field Services Team: oversee and manage ticket updates and aging; ensure leadership presence and availability; send daily and weekly communications and reports to the client; 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 resolution issues.

Basic Qualifications
- 2+ years of previous IT leade

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