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Field Tech Regional Associate Director

2 months ago

Houston, United States NTT DATA Services Full time

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
  • Undergraduate degree or equivalent combination of education and work experience

 

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.