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Field Tech Senior Manager

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Date: Jun 4, 2022

Location: Noida, UP, IN

Company: NTT DATA Services

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. For more than 25 years, NTT DATA Services (formerly Dell Services) and SAP have collaborated to deliver hundreds of solutions for our clients across many industries to achieve better, faster and more sustainable business results with high performing, end-to-end and standards-based solutions. From strategic planning and implementation, to application management, outsourcing and the cloud, our global team of SAP professionals keep our client businesses running smoothly with proven methodology and innovative solutions for SAP transformation, modernization and management. NTT DATA Services currently seeks a “Field Tech Director” to join our team in “India”.
 

 

Role Responsibilities

  • Manage Technical Support Team- Lead a team of technical support specialists. They provide support, supervise staff, and provide direction and mentorship in tech support and service delivery.
  • Implement Best Practices- Research and implement best practices in help desk and IT support. They also ensure policies and procedures are followed.
  • Facilitate Meetings- By managing and facilitating meetings, Service delivery managers ensure that teams are improving performance, service, and product quality. They use information gathered at these meetings to target areas that need improvement.
  • Review Contractual Metrices- To ensure that contractual metrices like SLs and KPIs are met, Service delivery managers review IT contractual service catalogs to ensure that services are delivered in line with contract.
  • Ensure Teams Are Trained- Ensure that team members are familiar with IT service delivery processes and best practices. They offer training as necessary.
  • Assists in escalation management of issues raised in the field.
  • Monitors and controls team performance against service levels and KPIs.


Requirements 

  • 5+ years of experience in IT Service delivery & people management.
  • Has managed a team consisting of 20+ team members.
  • Building, managing, and motivating team
  • Ensuring contractual SLA adherence
  • Working closely with the client manager to decide the needs of the project and plan work
  • Building relationships with stakeholders and senior managers
  • Coaching team members so that they can learn and improve
  • Managing budgets

Skills & Other Requirements

  • Able to work flexible hours.
  • Strong negotiation skills.
  • Demonstrated strong leadership of personnel and of business objectives.
  • Advanced verbal and written communication skills.
  • Includes 5+ years managerial / leadership experience
  • Undergraduate degree or equivalent combination of education and work experience.
  • Graduate degree preferred
  • Experience running Depot Services
  • ITIL certified

 


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 100,000+ professionals in more than 50 countries, and NTT Group, a partner to 85 percent of the Fortune 100. Visit nttdataservices.com to learn more.

 

NTT DATA, Inc. (together with its subsidiaries, 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, 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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