Associate Director

Join to apply for the Associate Director - Field Services role at NTT DATA North America . Location: Reynosa, Tamaulipas, Mexico. This position requires travel up to 25% domestically or internationally. Role Responsibilities Direct the Field Service Team to achieve quality, SLA, and customer satisfaction results, including scheduling, development, and overall quality. Develop Personnel Conduct Client Field AHOD Meeting Team 1 on 1 Sessions HR Onboarding / Off boarding Provide direct supervision to a global team of professional-level members. Monitor SLA performance, program implementations, and customer service improvement programs, coordinating with client delivery executives and program owners on daily, weekly, and monthly priorities and projects. Conduct daily “Plan of Day” calls with regional lead technicians, monitor SLA performance by enterprise & client locations, deliver program quality (CSAT, process compliance, etc.), coordinate tower integration activities, manage delivery cost, standardize field service functions, and ensure operational continuity (staffing, knowledge base, etc.). Partner with client delivery executives and program owners to conduct CSAT & program surveys, root cause analysis, and implement improvement plans. Sets and communicates clear expectations for work outcomes and manages performance. Regularly coaches and mentors team members. Regularly reviews the work and performance of team members. Supports leadership team in business process improvements. Ensures team achieves specific performance metrics. Basic Qualifications 8+ years previous IT leadership experience 5+ years prior technical/IT experience Bilingual language, proficient in Spanish and English 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 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. We are a Global Top Employer with experts in more than 50 countries. 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. Seniority level Director Employment type Contract Job function Management and Manufacturing Industries IT Services and IT Consulting #J-18808-Ljbffr