Director-field Tech

**Req ID**: We are currently seeking a Director-Field Tech to join our team in Ciudad de Mexico, México (MX-MEX), Mexico (MX).As a People Leader and Service Delivery Manager, the Director is responsible for all aspects of hiring and development of their direct reports. The 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 end-to-end Digital Workplace Services delivery and directing the Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate delivery, 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.- Regularly coaches and mentors team members.- Regularly review the work and performance of team members.- Ensures team achieves specific performance metrics.- Sets and communicates clear expectations for work outcomes and manages performance.- Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The Onsite Delivery Manager will coordinate with NTT DATA 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 Delivery 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 15%)- Supports leadership team in business process improvements.- Customer Engagement - Maintain strong relationship with key customer contacts**Core competencies in the Digital Workplace Services portfolio**- Desktop Engineering (imaging, provisioning, Microsoft EPM)- Field Services- Mobility (Modern Device Management)- Service Desk- Virtual Desktop Services (Azure)**Strong Leadership capabilities**- Lead across multiple service areas- Foster collaboration and inclusion- Facilitate escalation bridges- One NTT (presence) to customer- Excellent communication skills (business acumen)- Daily Meetings- Monthly Status- Monthly Governance**Results Driven**- Own / coordinate complex workstreams- Deliver in quality- Primary stakeholder in account projects**Understanding of "Device as a Service" and Asset Management (preferred)**- Vendor agreements- Ordering process- Refresh process- Inventory planning and tracking**Flexible Schedule (Global Operating Model)**- Leveraged service teams in India- Client Leadership in EMEA- Field Services (EMEA and US)**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**About NTT DATA