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Field Services Manager

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Date: Dec 21, 2018

Location: Chicago, IL, US

Company: NTT DATA Services

Req ID: 33759 

 

At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

 

NTT DATA Services currently seeks a Field Services Manager to join our team in Chicago, Illinois (US-IL), United States (US).

 

 

The Services team has a strong record of meeting high performance standards while implementing complex global enterprise solutions that deliver real value.  We accomplish this through the combination of experienced consultants with a unique implementation approach and culture. Our enterprise consultants possess deep industry expertise, process proficiency, and technology skill, gained through numerous successful implementations. This experience and expertise, combined with our lean, cross-life cycle methodology, helps ensure solutions that deliver real value for our customers.

 

The Field Delivery Manager will be the primary FS owner for a specific account.  Duties include support of the successful execution of managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, and more.  This role is responsible for directing all components of field service Desk Side Service Support. The manager will direct the coordination of technical and administrative support activities including installation, repair, preventative maintenance, and engineering change upgrades. Generally the Delivery Manager will oversee the field support team or a team with complex field delivery scope.

 

 As a People Leader the manager is responsible for all aspects of hiring and development of their direct reports.

 

Role Responsibilities

  • Sets strategy, goals, and metrics for field repair and maintenance by managing and driving deployment & sustaining field operations, including escalations and expedites to include: Program efficiency of Field Technicians, monitoring of KPIs & SLAs regarding ticket volume and performance and utilization, coordinates field technical training and service readiness for new products, sustained programs, and special projects
  • Develops and implements process improvements to field operations, including tool implementation
  • Represents field services to customers, sales and segment teams, logistics, and technical support organizations
  • Manages process controls and standardization
  • Oversees functional repair for In-Warranty and Out-of-Warranty screening and repair
  • Responsible for performance of vendors and cost control
  • Oversees the Daily Management of Root Cause Analysis
  • Efficiency Monitoring and Action Plan for Program
  • Reviews PFS Resource Utilization Reports
  • Responsible for coordinating with Workflow Coordinators & Reporting Team
  • Identifying potential risk / resolution approaches for targeted Client tasks / deployments
  • Leads the efforts of others in the achievement of the strategic and operational objectives of the group
  • Manages the hiring, staffing and maintaining of a diverse and effective workforce
  • Responsible for career development/planning, performance and pay discussions of team members
  • Accountable for the day-to-day operations of an area managing processes, programs and/or initiatives
  • Manages a staff of professional level team members or manages a team through lower-level supervisors
  • Responsible to ensure End Users & Business Unit Program Owners receive high customer satisfaction
  • Delivery Manager will partner with the account Client Delivery Executive and customer program owner(s) to conduct approved CSAT & Program
  • Responsible for monitoring the execution of SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The onsite Delivery Manager will coordinate with Client Delivery Executive(s) and Client Program Owners on Daily, Weekly, Monthly customer priorities & projects
     

 

Requirements

  • 10+ years of Management/IT experience or equivalent combination of education and work experience 
  • 8+ Years in running / project managing field service projects in the IT industry
  • IT Hardware Deployment Project Management Experience
  • Requires ability to deal with ambiguity, project management skills, ability to motivate, and develop teams and individuals. 
  • Solid understanding of ITIL processes and principals 
  • Excellent verbal and written communication skills 
  • Solid ability to create and document processes 


 

Basic Qualifications

  • Previous leadership experience
  • Prior technical/IT experience

 

 

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                

                     

About NTT DATA Services

 

NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

 

NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.

 

NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.

 

 

 


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