IT Field Services Sr Manager

Req ID: 313594

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 IT Field Services Sr Manager to join our team in Whippany, New Jersey (US-NJ), United States (US).

As a People Leader, the Sr Manager is responsible for all aspects of hiring and development of their direct reports while ensuring the delivery of services to our clients and client satisfaction.

Please Note: Significant travel including overnight domestic or international trips may be required.

Role Responsibilities

• Responsible for directing the Desktop Support team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services, schedules, developing the team, and maintaining overall quality

• Regularly coaches and mentors team members
• Sets and communicates clear expectations for work outcomes and manages performance

• 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.  
• Monitor and achieve SLA Performance by enterprise & client locations
• Deliver Program Quality (CSAT, Process Compliance, etc.)
• 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. 
• Partner with NTT DATA client Delivery Executive and Client program Owner to conduct approved CSAT & Program Surveys. 

• Ability to physically perform general office requirements.

Basic Qualifications

• 5+ 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

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

NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .