Director-Field Tech

NTT America, Inc.; Ciudad de México; Presencial; USD 100,000 - 130,000; Jornada completa

Descripción de la vacante

A global technology services firm is seeking a Director-Field Tech in Ciudad de México. This role focuses on leading a team to deliver Digital Workplace Services while ensuring client satisfaction and operational excellence. The ideal candidate will have over 8 years of IT leadership experience and strong project management skills. Additional competencies include excellent communication, negotiation, and customer engagement abilities.

Formación

• 8+ years previous IT leadership experience.
• 5+ years prior technical/IT experience.
• ITIL Certification preferred.

Responsabilidades

• Responsible for end-to-end Digital Workplace Services delivery.
• Regularly coaches and mentors team members.
• Monitor and achieve SLA Performance.

Conocimientos

Leadership

Customer Engagement

Communication Skills

Project Management

Negotiation Skills

Educación

Undergraduate degree or equivalent

Herramientas

Microsoft EPM

Excel

Descripción del empleo

Req ID: 330379

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 Director-Field Tech to join our team in Ciudad de Mexico, México (MX-MEX), Mexico (MX).

As a People Leader and Service Delivery Manager, the Director is responsible for all aspects of hiring and development of their direct reports. The 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 end-to-end Digital Workplace Services delivery and directing the Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate delivery, 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.

• Regularly coaches and mentors team members.

• Regularly review the work and performance of team members.

• Ensures team achieves specific performance metrics.

• Sets and communicates clear expectations for work outcomes and manages performance.

• Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The Onsite 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 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 Delivery 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 15%)

• Supports leadership team in business process improvements.

• Customer Engagement - Maintain strong relationship with key customer contacts

Core competencies in the Digital Workplace Services portfolio

• Desktop Engineering (imaging, provisioning, Microsoft EPM)

• Field Services

• Mobility (Modern Device Management)

• Service Desk

• Unified Communication and Collaboration (O365, Email, SharePoint, Teams)

• Virtual Desktop Services (Azure)

Strong Leadership capabilities

• Lead across multiple service areas

• Foster collaboration and inclusion

• Facilitate escalation bridges

• One NTT (presence) to customer

• Excellent communication skills (business acumen)

• Daily Meetings

• Monthly Status

• Monthly Governance

Results Driven

• Own / coordinate complex workstreams

• Deliver in quality

• Primary stakeholder in account projects

Understanding of “Device as a Service” and Asset Management (preferred)

• Vendor agreements

• Ordering process

• Refresh process

• Inventory planning and tracking

Flexible Schedule (Global Operating Model)

• Leveraged service teams in India

• Client Leadership in EMEA

• Field Services (EMEA and US)

Basic Qualifications

• 8+ years previous IT leadership experience

• 5+ years prior technical/IT experience

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 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 at us.nttdata.com (http://us.nttdata.com/en)

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here (http://us.nttdata.com/en/compliance#eeos) . If you'd like more information on your EEO rights under the law, please click here (http://us.nttdata.com/en/compliance#know-your-rights) . For Pay Transparency information, please click here (http://us.nttdata.com/en/compliance#ppnp) .