Manager-Field Services

NTT DATA; Región Centro; Presencial; MXN 915,000 - 1,283,000; Jornada completa

Descripción de la vacante

A global technology services provider is seeking a Manager-Field Services in Guadalajara, Jalisco. This role involves directing the Field Service Team to ensure high quality and customer satisfaction, managing SLA performance, and conducting root cause analyses. Ideal candidates will have significant IT leadership experience, an undergraduate degree, and excellent communication skills. This position aims to deliver continuous improvement in customer service and operational excellence.

Formación

• 2+ years previous IT leadership experience required.
• 3+ years prior technical/IT experience is essential.

Responsabilidades

• Direct the Field Service Team for quality and customer satisfaction.
• Supervise team members globally and manage SLA performance.
• Ensure high customer satisfaction and coordinate program surveys.

Conocimientos

IT leadership

Technical/IT experience

Excellent communication skills

Process documentation

Project management

Negotiation skills

Educación

Undergraduate degree or equivalent

Herramientas

Excel

ITIL Certification

Descripción del empleo

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 Manager-Field Services to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Role Responsibilities

• Responsible for directing theField 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 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.)
  • 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 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.

Basic Qualifications

• 2+ 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.
• Strong negotiation skills.

• Demonstrated strong leadership skills

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 part of NTT Group, which invests over $3 billion each year in R&D.

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