Field Services Associate Director

Req ID:

274831
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 Services Associate Director to join our team in Los Angeles, California (US-CA), United States (US).
The Field Services Associate Director will be the primary Field Services owner for a specific account. This dedicated onsite People Leader is based on client site and will have operational ownershipof all field operations. Responsible for providing direction to operational team and interface with Client/ NTTD Program Team.
As a People Leader,the manager is responsible for all aspects of hiring and development of their direct reports.
**This role requires working onsite daily at our client's facilityand requires employee to be fully vaccinated on or before start date, to the extent required by applicable law.
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.
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
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $110,000 - 141,000. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications.
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.
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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.

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