Select how often (in days) to receive an alert: Create AlertWe are currently seeking a Field Tech Senior Manager to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).
Role ResponsibilitiesResponsible for directing theField Service and Depot 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 MeetingsTeam 1 on 1 SessionsHR Onboarding / Off boardingProvides direct supervision to a team of professional level team members globally.Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs.
The Senior Manager/Delivery Manager will coordinate with NTTD 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.)Manage Delivery CostStandardize Field Service FunctionsEnsure operational continuity (Staffing, Knowledge Base, etc.)Responsible for ensuring Client End Users & Business Unit Program Owners receive high customer satisfaction.
The Delivery 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.Depot Partner ManagementProvide operational governance and oversight of the third-party partner responsible for depot operations.Hold the service partner accountable for meeting contractual commitments, SLAs, KPIs, quality standards, and operational procedures.Review performance trends, exceptions, backlog, aging tickets, fulfillment performance, inventory issues, and recurring operational problems.Identify service improvement opportunities based on client feedback, operational trends, ticket data, and service performance.




Implement improvements identified, as appropriate.Basic Qualifications5+ years previous IT leadership experience3+ years prior technical/IT experienceAdditional 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 skills#LI-LATAMAbout NTT DATANTT 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.NTT; DATA endeavors to make accessible to any and all users.
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📌 Field Tech Senior Manager (Jalisco)
🏢 Ntt Data
📍 Jalisco