Senior Field Services Leader

NTT America, Inc.

Región Centro

On-site

MXN 1,200,000 - 1,800,000

Full time

2 days ago

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Job summary

NTT DATA seeks a Field Tech Senior Manager to lead the Field Service and Depot teams in Guadalajara, Jalisco, Mexico. You will deliver services, manage client satisfaction, and oversee partner governance, ensuring quality, SLAs, and program delivery across global teams.

As a senior leader, you will drive staffing, onboarding/offboarding, and strategic improvements, coordinating with client executives and program owners to align priorities and initiatives.

Qualifications

5+ years previous IT leadership experience.
3+ years prior technical/IT 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.

Responsibilities

Direct the Field Service and Depot Team to meet Quality, SLA, and Customer Satisfaction goals.
Develop personnel and conduct client field meetings.
Lead Daily Plan of Day calls with regional technicians and monitor SLA performance.
Oversee depot partner management and third-party delivery.
Ensure operational continuity and CSAT & CSI program delivery.

Skills

Leadership

IT Leadership

Client Delivery Management

Communication Skills

Project Management

Negotiation

Strategic Thinking

AI Awareness

Education

Undergraduate degree or equivalent

Tools

Excel

CRM Systems

Job description

As a senior leader, you will drive staffing, onboarding/offboarding, and strategic improvements, coordinating with client executives and program owners to align priorities and initiatives.

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