Req ID: 386910
We are currently seeking a Field Tech- Senior Manager - Hybrid in Irving, TX to join our team in Irving, Texas (US-TX), United States (US).
We are seeking an experienced
Senior Manager, Field Services to lead a global team of IT professionals while driving outstanding service delivery and customer satisfaction. This role combines people leadership, operational excellence, and client engagement, with responsibility for developing talent, achieving service level performance goals, and ensuring high-quality support services. The ideal candidate is a strong leader with a proven IT background, a passion for team development, and a commitment to delivering exceptional customer experiences and client satisfaction overall.
Work Location: This is a
hybrid position based in
Irving, TX. The selected leader is expected to work onsite at the client's location
2-3 days per week, collaborating closely with client stakeholders and supporting the field services team.
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 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. 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.
Basic Qualifications- 5+ years previous IT leadership experience
- 3+ 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
NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $88,538 - $118,950. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications.
This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation.
This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and 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.
