Senior Field Services Manager

NTT DATA, Inc.; Burnaby; On-site; CAD 80,000 - 120,000; Full time

Job summary

NTT DATA is seeking a Senior Field Services Manager in Burnaby to lead a team focused on enhancing healthcare support services. This role involves direct supervision, performance management, and collaboration with BC’s Health Authorities to improve patient outcomes. Candidates should have extensive experience in IT support and proven leadership skills.

Qualifications

• 8-10 years’ experience in desktop/software support & hardware.
• Managed a team of 10+ members.
• At least 5 years of managerial/leadership experience.

Responsibilities

• Manages a larger field services team and supplier relationships.
• Handles hiring processes including evaluating candidates and onboarding.
• Monitors and improves team performance and service quality.

Skills

Team Leadership

Communication

Collaboration

Attention to Detail

Education

ITIL v4.0 Certification

Job description

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NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Senior Field Services Manager to join our team in Burnaby, British Columbia (CA-BC), Canada.

This position will work in collaboration with BC’s Health Authorities, focusing on delivering better outcomes for patients through the continuous improvement of services to clinical and healthcare support end users.

Purpose of Position

• Provides direct supervision to a large team of technical support specialists.
• Work is guided by operational and project objectives.
• Sets and communicates clear expectations for work outcomes and manages performance.

Key Areas of Responsibilities

• Manages a larger field services team and/or a supplier relationship.
• Ensures SLAs are met within their area of responsibility.
• Handles hiring processes including evaluating candidates, interviewing, onboarding, training, and offboarding.
• Manages team and individual goals, performance coaching, and development.
• Works within policies and independently manages daily operations.
• Monitors and improves team performance and service quality.
• Uses feedback from clients and staff to identify areas for improvement.
• Reports client feedback to the delivery executive, indicating whether expectations are met.
• Supports escalation management of field issues.
• Assists leadership in business process improvements.

Qualifications

• 8-10 years’ experience in desktop/software support & hardware (break/fix).
• Managed a team of 10+ members.
• At least 5 years of managerial/leadership experience.
• Practical knowledge of ITIL; ITIL v4.0 certification preferred.
• Strong team player with collaborative skills.
• Demonstrated leadership and business goal achievement.
• Excellent verbal and written communication skills.
• Ability to prioritize and meet tight deadlines.
• Attention to detail and follow-through skills.

Physical Requirements/Working Conditions

• Ability to perform general office tasks.
• Must be able to perform essential duties with or without accommodations.
• Travel as required.
• Must have a valid driver’s license and reliable transportation.

About NTT DATA

NTT DATA is a $30 billion global innovator in business and technology services, serving 75% of the Fortune Global 100. We are committed to helping clients innovate, optimize, and transform for long-term success. With experts in over 50 countries and a robust partner ecosystem, our services include consulting, data and AI, industry solutions, and application development and management. We are a leading digital and AI infrastructure provider. As part of NTT Group, which invests over $3.6 billion annually in R&D, we help organizations and society move confidently into a sustainable digital future. Visit us at us.nttdata.com.

NTT DATA is committed to accessibility. If you need assistance or accommodations, contact us at https://us.nttdata.com/en/contact-us. This contact is for accommodation requests only and not for application status inquiries. We are an equal opportunity employer. Qualified applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. For more information, see our EEO Policy, your EEO rights, and Pay Transparency details by clicking the respective links.

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