Associate Director - Field Services

NTT; Reynosa; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading technology and business services firm in Reynosa, Tamaulipas seeks an Associate Director - Field Services. This role involves leading a global team to ensure client satisfaction, managing Field Service Team performance, conducting meetings, and overseeing HR onboarding. Candidates should have extensive IT leadership experience, be bilingual in Spanish and English, and possess strong communication and leadership skills. This position demands high customer satisfaction and effective delivery of services.

Formación

• 8+ years previous IT leadership experience.
• 5+ years prior technical / IT experience.
• Proficiency with AI is a plus.

Responsabilidades

• Direct the Field Service Team to achieve quality and customer satisfaction.
• Conduct client field meetings and HR onboarding.
• Monitor SLA performance and manage delivery cost.

Conocimientos

IT leadership

Bilingual (Spanish and English)

Negotiation skills

Strong leadership skills

Excellent communication skills

Educación

Undergraduate degree or equivalent

ITIL Certification

Herramientas

Excel

Project Management

Descripción del empleo

We are currently seeking a Associate Director - Field Services to join our team in Reynosa, Tamaulipas (MX-TAM), Mexico (MX).

As a People Leader, the Associate Director is responsible for all aspects of hiring and development of their direct reports. The Associate Director is also responsible for delivery of services to our clients and client satisfaction. They will be leading a global team to ensure adherence to the contract and customer satisfaction.

Role Responsibilities

• Responsible for directing the 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 AHOD Meeting
• Team 1 on 1 Sessions
• HR Onboarding / Off boarding
• Provides 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 Onsite 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 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 Functions
• Ensure 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.
• Travel required at times both domestic and international. (up to 25%)
• Sets and communicates clear expectations for work outcomes and manages performance.
• Regularly coaches and mentors team members.
• Regularly review the work and performance of team members.
• Supports leadership team in business process improvements.
• Ensures team achieves specific performance metrics.

Basic Qualifications

• 8+ years previous IT leadership experience
• 5+ years prior technical / IT experience
• Bilingual language, proficient in Spanish and English

Additional Skills

• Undergraduate degree or equivalent combination of education and work experience
• ITIL Certification
• Excellent verbal and written communication skills
• Ability to create and document processes
• Proficiency with Excel
• Project Management Experience
• Experience with AI, a plus.
• Strong negotiation skills.
• Demonstrated strong leadership skills

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 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.