Field Tech Regional Associate Director - Onsite/Hybrid in Houston, TX

Req ID: 289328 

NTT DATA Services 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 Regional Associate Director - Onsite/Hybrid in Houston, TX to join our team in Houston, Texas (US-TX), United States (US).

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.

 

Role Responsibilities

• Responsible for directing the Regional Lead Technicians & Field Service Team to achieve Quality, Service level Agreements (SLA’s), 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

 

 Basic Required Qualifications

• 10+ years prior Technical/IT industry experience
• 3+ years IT leadership/People Management Experience

 

 

 Highly Preferred Skills:

• Industrial experience preferred
• IT Hardware Deployment Project Management Experience
• Excellent verbal and written communication skills 
• Ability to create and document processes
• Proficiency with Excel
• Project Management Experience
• ITIL Certification<