Associate Director - Field Services at NTT DATA

Reynosa, Tamaulipas, Mexico -

Full Time

Start Date

Immediate

Expiry Date

17 Mar, 26

Salary

0.0

Posted On

17 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Leadership, Technical Experience, Bilingual, Communication Skills, Process Documentation, Project Management, AI Experience, Negotiation Skills, Leadership Skills, Customer Satisfaction, SLA Monitoring, Coaching, Root Cause Analysis, Team Development, Quality Assurance, Field Service Management

Industry

IT Services and IT Consulting

Description

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 Onsite 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. Conduct root cause analysis & implement pertinent Customer Service Improvement Plans. Travel required at times both domestic and international. (up to 25%) Sets and communicates clear expectations for work outcomes and manages performance. Regularly coaches and mentors team members. Regularly review the work and performance of team members. Supports leadership team in business process improvements. Ensures team achieves specific performance metrics. 8+ years previous IT leadership experience 5+ years prior technical/IT experience Bilingual language, proficient in Spanish and English 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

Responsibilities

The Associate Director is responsible for directing the Field Service Team to meet quality, SLA, and customer satisfaction goals while ensuring adequate field services and team development. They will also monitor SLA performance, coordinate with client executives, and implement customer service improvement plans.