Field Tech/Delivery Associate Director

Req ID: 304740 

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 Tech/Delivery Associate Director to join our team in Glen Mills, Pennsylvania (US-PA), United States (US).

As a People Leader, the Field Tech/Delivery Associate Director is responsible for all aspects of hiring and development of their direct reports.  The Field Tech/Delivery Associate Director is also responsible for delivery of services to our clients and client satisfaction.   

 

The preference is to fill this position in Glen Mills, PA, however remote US candidates in the Eastern and Central time zones may be considered.

  

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 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.  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.   

• Travel required at times both domestic and international.  (up to 25%) 

   

Basic Qualifications 

• 8+ years previous IT leadership experience 

• 5+ 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 

 

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $91,000 - $145,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location,relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

 

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, lifeand 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 trusted global innovator of business and technology services. We serve 75% of the Fort