Field Services Regional Leader

Req ID: 315735 

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 Field Services Regional Leader to join our team in Houston, Texas (US-TX), United States (US).

Role Responsibilities

• Responsible for directing the Regional Lead Technicians & 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 1n1 Sessions
  • HR Onboarding / Off boarding
• 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 to ensure Client End Users & Business Unit Program Owners receive high customer satisfaction.  Delivery Manager will partner with NTTD client Delivery Executive and Client program Owner to conduct approved CSAT & Program Surveys.  Conduct root cause analysis & implement pertinent Customer Service Improvement Plans.  

 

**Expected Schedule: This Management Role will be based out of the client’s headquarters in Houston, TX. The expectation is to work onsite supporting the client, with some flexibility to work remotely as well. (Hybrid) . The expected supporting hours for this leader will be from 6am-3pm CST.

 

 

Basic Qualifications

• 3+ years previous IT leadership experience
• 10+ years prior technical/IT experience

 

 

Additional Skills

• Undergraduate degree or equivalent combination of education and work experience
• Health Care experience preferred
• ITIL Certification
• IT Hardware Deployment Project Management Experience
• Excellent verbal and written communication skills 
• Ability to create and document processes
• Proficiency with Excel
• Project Management Experience

 

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as t