Field Tech Senior Manager

NTT DATA, Inc.; Región Centro; On-site; MXN 1,200,000 - 1,800,000; Full time

Job summary

NTT DATA is seeking a Field Tech Senior Manager to lead the Field Service and Depot teams in Guadalajara, Jalisco, MX. The role focuses on achieving SLA, CSAT, and quality targets while coordinating with client executives and regional leaders.

Candidate has 5+ years IT leadership and 3+ years IT experience, with ITIL, Excel proficiency, and strong communication skills. Experience with AI is a plus; onboarding and governance responsibilities are included.

Qualifications

• 5+ years previous IT leadership experience.
• 3+ years prior technical/IT experience.
• ITIL Certification (preferred).
• Excellent verbal and written communication skills.
• Ability to create and document processes.
• Proficiency with Excel.
• Project management experience.
• Experience with AI is a plus.

Responsibilities

• Direct the Field Service and Depot Team to meet Quality, SLA, and CSAT targets.
• Develop personnel and conduct client field meetings.
• Lead daily Plan of Day calls with regional technicians.
• Monitor SLA performance and drive CSI programs.
• Manage delivery cost and standardize field service functions.
• Oversee depot operations and third-party partners.
• Review performance trends and identify service improvements.

Skills

Leadership

Communication

Strategic thinking

Education

Undergraduate degree or equivalent

Tools

Excel

Project Management Tools

AI knowledge

Job description

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We are currently seeking a Field Tech Senior Manager to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Role Responsibilities

• Responsible 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 quality
• Develop Personnel
• Conduct Client Field Meetings
• 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 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 Technicians
• Monitor and achieve SLA Performance by enterprise & client locations
• Deliver Program Quality (CSAT, Process Compliance, etc.)
• 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.
• Depot Partner Management
• Provide 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 Qualifications

• 5+ years previous IT leadership experience
• 3+ 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.
• Demonstrated strong leadership skills

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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.

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