Field Tech- Senior Manager - Hybrid in Irving, TX

NTT DATA North America; Irving (TX); Hybrid; USD 89,000 - 119,000; Full time

Benefits offered by this job

Health insurance

Vision coverage

401k with match

Paid time off

Life and AD&D

Job summary

NTT DATA North America is seeking a Senior Manager, Field Services for a hybrid role based in Irving, TX. Lead a global team of IT professionals, drive service delivery excellence, and ensure high customer satisfaction with a focus on SLAs and CSAT.

The role requires strong IT leadership, client engagement, and talent development. Expect collaboration with client stakeholders, daily planning calls, and cross-functional coordination to standardize Field Service functions.

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

Responsibilities

• Direct the Field Service Team to achieve Quality, SLA, and CSAT performance results.
• Provide supervision to a team of professionals globally.
• Monitor SLA performance, program implementations, and CSI programs.
• Conduct Daily Plan of Day calls with Regional Lead Technicians and monitor enterprise results.
• Coordinate field service tower integration activities and cost management.
• Ensure operational continuity (staffing, knowledge base, etc.).
• Partner with client delivery executives to conduct CSAT and program surveys and implement improvement plans.

Skills

IT leadership

IT experience

Excel

Project management

AI

Negotiation

Leadership

Communication

Education

Undergraduate degree

Job description

Req ID: 386910

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,

We are currently seeking a Field Tech- Senior Manager - Hybrid in Irving, TX to join our team in Irving, Texas (US-TX), United States (US).

We are seeking an experienced Senior Manager, Field Services to lead a global team of IT professionals while driving outstanding service delivery and customer satisfaction. This role combines people leadership, operational excellence, and client engagement, with responsibility for developing talent, achieving service level performance goals, and ensuring high-quality support services. The ideal candidate is a strong leader with a proven IT background, a passion for team development, and a commitment to delivering exceptional customer experiences and client satisfaction overall.

Work Location

This is a hybrid position based in Irving, TX. The selected leader is expected to work onsite at the client's location 2-3 days per week, collaborating closely with client stakeholders and supporting the field services team.

Role Responsibilities

• Responsible for directing the Field 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 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.)
  • 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 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.

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.
• Strong negotiation skills.
• Demonstrated strong leadership skills

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $88,538 - $118,950. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

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.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

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.

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. If you'd like more information on your EOO rights under the law, please click here. For Pay Transparency information, please click here.