Role ResponsibilitiesResponsible 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 PersonnelConduct Client Field Services MeetingTeam 1 on 1 SessionsHR Onboarding / Off boardingProvides 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 Team Oversee 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 issuesBasic Qualifications2+ years previous IT leadership experience3+ years prior technical/IT experienceAble to work in a US Central Time Zone work schedule.Proficient in the English language (all meetings and communications are in English)Additional SkillsUndergraduate degree or equivalent combination of education and work experienceITIL CertificationExcellent verbal and written communication skillsAbility to create and document processesProficiency with ExcelProject Management ExperienceExperience with AI, a plus.Demonstrated strong leadership skillsAbout NTT DATANTT DATA is a leading business and technology services provider.Equal Employment OpportunityNTT DATA endeavors to make accessible to any and all users.
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📌 Manager - Field Services (Jalisco)
🏢 Ntt Data
📍 Jalisco