Field Tech- Senior Manager - Hybrid in Irving, TX
About The Position
We are seeking an experienced Senior Manager, Field Services to lead a global team of IT professionals while driving outstanding service delivery and customer satisfaction. This role combines people leadership, operational excellence, and client engagement, with responsibility for developing talent, achieving service level performance goals, and ensuring high-quality support services. The ideal candidate is a strong leader with a proven IT background, a passion for team development, and a commitment to delivering exceptional customer experiences and client satisfaction overall.
Requirements
- 5+ years previous IT leadership experience
- 3+ years prior technical/IT experience
- 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
- Demonstrated strong leadership skills
Nice To Haves
- Experience with AI, a plus.
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 Senior Manager/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.
Benefits
- medical, dental, and vision insurance with an employer contribution
- flexible spending or health savings account
- life and AD&D insurance
- short and long term disability coverage
- paid time off
- employee assistance
- participation in a 401k program with company match
- additional voluntary or legally-required benefits
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
