Field Services Regional Leader - Hybrid Houston, TX

Req ID: 315735 

NTT DATA 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 Regional Leader - Hybrid 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

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.