Lead Field Tech & Service Delivery 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

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.