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Field Services Senior Director - US Remote

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Date: Nov 25, 2021

Location: Plano, TX, US

Company: NTT DATA Services

Req ID: 155940 

NTT DATA Services 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 Senior Director - US Remote to join our team in Plano, Texas (US-TX), United States (US).

Overall, this Senior Director will be a hands-on operational, and detail-oriented, leader that will set strategies, goals, and metrics for field repair and maintenance across a portfolio of Manufacturing industry accounts.  This leader will drive deployment of field services to new accounts, as well as manage and drive ongoing service delivery performance and improvement at existing accounts.  This includes: management of escalations and expedites, driving efficiency of field technicians, monitoring of KPIs & SLAs regarding ticket volume performance and utilization, coordination of field technical training and service readiness for new services, sustaining 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
- Conducts quarterly business reviews with suppliers and functional groups.
- Responsible for performance of vendors and cost control
- Oversees the Daily Management of Root Cause Analysis
- Efficiency Monitoring and Action Plan for Program
- Reviews and takes action to remove costs based on Resource Utilization Reports
- Responsible for coordinating with Workflow Coordinators & Reporting Team
- Identifying potential risk / resolution approaches for targeted Client tasks / deployments
- Provide assistance to Service Areas on scoping & implementation planning
- Conduct periodic Managed Client Onsite Training to the Field Services Team
- Prepares documentation to record and track issue resolutions
- Establishes and influences operating policies
- Plans for an area’s future needs and operations
- Leads program execution
- Contributes to policy/ program development
- Impacts aspects of department or function results
- Manages related costs and methods
- Work is guided by general policies and management guidance
- Independently determines approach to managing daily operations
- Sets performance expectations
- Selects, leads, counsels and motivates teams
- Interprets and executes policies that directly affect work activities
- Develops and communicates plans/ objectives to others
- May contribute to functional strategy within location
- 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


**This role can be remote within the US, with the slight possibility of minimal travel of up to 20% annually per business needs.


Basic Required Qualifications:


  • 10+ years of Management/IT experience
  • 8+ Years in running / project managing field service projects in the IT industry
  • IT Hardware Deployment Project Management Experience


Highly Preferred Skills and 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
  • Understanding ServiceNow and configuring dashboards
  • Excellent verbal and written communication skills
  • Solid ability to create and document processes
  • Manufacturing industry experience

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email for assistance.

Nearest Major Market: Plano
Nearest Secondary Market: Dallas

Job Segment: Manager, Consulting, Project Manager, Technical Support, Management, Technology