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 possib

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