Associate Director

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 Associate Director - Field Services to join our team in Reynosa, Tamaulipas (MX-TAM), Mexico (MX).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 ResponsibilitiesResponsible for directing theField Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services, schedules, developing the team, and maintaining overall qualityDevelop PersonnelConduct Client Field AHOD MeetingTeam 1 on 1 SessionsHR Onboarding / Off boardingProvides 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 TechniciansMonitor and achieve SLA Performance by enterprise & client locationsDeliver Program Quality (CSAT, Process Compliance, etc.)Manage Delivery CostStandardize Field Service FunctionsEnsure 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 Qualifications8+ years previous IT leadership experience5+ years prior technical/IT experienceBilingual language, proficient in Spanish and EnglishAdditional SkillsUndergraduate degree or equivalent combination of education and work experienceITIL CertificationExcellent verbal and written communication skillsAbility to create and document processesProficiency with ExcelProject Management ExperienceExperience with AI, a plus.Demonstrated strong leadership skillsAbout NTT DATANTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .NTT DATA endeavors to make https://us.nttdata.com 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 https://us.nttdata.com/en/contact-us . 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 . #J-18808-Ljbffr