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Field Services/Delivery Senior Manager at NTT DATA

Berea, Kentucky, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Feb, 26

Salary

0.0

Posted On

13 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Leadership, Technical Experience, ITIL Certification, Communication Skills, Process Documentation, Excel Proficiency, Project Management, AI Experience, Negotiation Skills, Leadership Skills, Customer Satisfaction, Root Cause Analysis, Service Desk Coordination, Field Service Management, Quality Assurance, SLA Monitoring

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 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. Conduct root cause analysis & implement pertinent Customer Service Improvement Plans. 5+ years previous IT leadership experience 3+ years prior technical/IT experience 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 Senior Manager is responsible for directing the Field Service Team to achieve quality, SLA, and customer satisfaction performance results. This includes monitoring SLA performance, coordinating with client delivery executives, and ensuring operational continuity.