Senior Field Services Manager

NTT DATA Services; Vancouver; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading company in technology services seeks a Senior Field Services Manager to join their Vancouver team. This role involves supervising a technical support team, ensuring service level agreements are met and collaborating with health authorities. The candidate must have extensive experience in desktop support and demonstrated leadership skills, along with a strong commitment to continuous improvement in service delivery.

Qualifications

• Minimum 8-10 years’ experience in desktop/software support.
• Managed a team of 10+ members.
• 5 years leadership experience; ITIL certification preferred.

Responsibilities

• Supervise a large team of technical support specialists.
• Ensure SLAs are met in the area of responsibility.
• Manage hiring, performance, and development of staff.

Skills

Leadership

Communication

Team Management

Problem Solving

ITIL Knowledge

Job description

Req ID:
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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 Vancouver, British Columbia (CA-BC), Canada (CA).

We are currently seeking a Senior Field Services Manager to join our team. This position will have the opportunity to work within Vancouver, British Columbia, Canada.
This position will work in collaboration with BC’s Health Authorities. With our Health Authority partners, we are focused on delivering better outcomes for patients in BC, 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.
-Responsible for ensuring that SLAs are met in their area of responsibility.
-Manages the hiring process; including evaluating potential candidates, interviewing, onboarding, training and offboarding.
-Manages team and individual goals and performance; including performance coaching.
-Develops and mentors' staff through open communication, training, and development opportunities.
-Works within general policies and management guidance, independently determining approach to managing daily operations.
-Ensures that team members are improving performance and service.
-Use information gathered at client and staff meetings to target areas of improvement.
-Receives feedback from the customers and reports it to the client delivery executive; providing details regarding whether the clients’ expectations have been met or not.
-Assists in escalation management of issues raised in the field.
-Supports the leadership team in business process improvements.

Qualifications

-Minimum 8-10 years’ experience with desktop/software support & hardware (break/fix).
-Has managed a team consisting of 10+ team members.
-Minimum 5 years managerial / leadership experience.
-Practical knowledge of ITIL is required. ITIL v4.0 certification is preferred.
-A team player; someone comfortable working in a highly collaborative, team-oriented culture.
-Demonstrated strong leadership of personnel and of business objectives.
-Advanced verbal and written communication skills.
-Ability to prioritize work and operate under tight deadlines.
-Attentive to detail and ability to always follow-through to completion.

Physical Requirements/Working Conditions

-Ability to physically perform general office requirements.
-Must be able to perform essential responsibilities with or without reasonable accommodations.
-Travel will be required as business dictates.
-Must have Driver’s license and reliable personal transportation.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atus.nttdata

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