Field Tech Director with German and English

Req ID: 379276 

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 Tech Director with German and English to join our team in Ikonobe, Kanagawa (JP-14), Japan (JP).

Field Tech Director

As a People Leader, the Director is responsible for all aspects of hiring and development of their direct reports and organization.  The Director is also responsible for the delivery of services to our clients and client satisfaction.  They will lead a global team to ensure adherence to the contract and customer satisfaction for both Deskside Services and our Digital Workplace Services.

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 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.)
• Provides direction and guidance for administration and results for multiple departments within a function of work area.
• Translates business plans into objectives and exercises latitude in managing operations.
• Accomplishes results through the efforts of subordinate managers / professional team members.
• 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.  
• Works with finance and the account team to manage our expenses and ensure we deliver within our financial plan and targets. 
• Leads the senior relationship with the suppliers.
• Drives service level improvement and management of field service teams and suppliers.
• Resolves escalation to maintain strong client experience levels.
• Able to work across countries and understand local requirements.
• May have trade compliance responsibility for multiple countries.
• Assists in developing strategic goals and plans for field service operations.
• Drives new product/service launches and owns negotiation of service delivery in local countries and decides the implementation plan.
• Travel required at times both domestic and international (As per NTTD’s Travel policy).
• Sets and communicates clear expectations for work outcomes and manages performance.
• Identifies areas of improvement and automation and works with the team in the organization to help improve and implement automation.
• Regularly coaches and mentors team members.
• Regularly review the work and performance of team members.
• Supports leadership team in business process improvements.
• Ensures team achieves specific performance metrics.

Basic Qualifications

• Typically requires 12- 15 years relevant experience.

• 10+ years previous IT leadership experience
• 5+ years prior technical/IT experience

 Additional Skills

• The individual must have excellent Japanese communication skills (spoken, reading, and written), along with proficiency in English (spoken, reading, and written).
• Graduate degree preferred.
• Undergraduate degree or equivalent combination of education and work experience
• ITIL Certification
• Exceptional 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

Physical Requirements / Working Conditions

• Ability to physically perform general office requirements. Such as the lifting / movement of assets from one location to another within the same premises or between two different premises. (The person must be physically able to do normal office tasks, including occasionally lifting or moving items that can weigh up to 50 pounds, with support equipment like trolleys, trays etc. )
• Must be able to perform essential responsibilities with or without reasonable accommodation.
• Significant travel including overnight domestic or international trips may be required.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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