Field Services/Service Delivery Associate Director

Req ID: 312651 

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/Service Delivery Associate Director to join our team in Philadelphia, Pennsylvania (US-PA), United States (US).

As a People Leader, the Associate Director is responsible for all aspects of hiring and development of their direct reports.  The Associate Director is also responsible for delivery of services to our clients and client satisfaction.  They will be leading a global team to ensure adherence to the contract and customer satisfaction.  

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.) 

• 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.   

• Travel required at times both domestic and international.  (up to 25%) 

• Sets and communicates clear expectations for work outcomes and manages performance. 

• 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 

• 8+ years previous IT leadership experience 

• 5+ years prior technical/IT experience 

 Additional Skills 

• Undergraduate degree or equivalent combination of education and work experience 

• ITIL Certification 

• Excellent 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 

#LI-MIWS

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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

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