Field Tech Service Manager

Req ID: 31127At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.NTT DATA Services currently seeks a Field Tech Service Manager to join our team in Los Angeles, California (US-CA), United States (US).Sets strategy, goals, and metrics for field repair and maintenance by managing and driving deployment & sustaining field operations, including escalations and expedites to include: Program efficiency of Field Technicians, monitoring of KPIs & SLAs regarding ticket volume and performance and utilization, coordinates field technical training and service readiness for new products, sustained programs, and special projectsDevelops and implements process improvements to field operations, including tool implementationRepresents field services to customers, sales and segment teams, logistics, and technical support organizationsManages process controls and standardizationOversees functional repair for In-Warranty and Out-of-Warranty screening and repairResponsible for performance of vendors and cost controlOversees the Daily Management of Root Cause AnalysisEfficiency Monitoring and Action Plan for Program.Reviews PFS Resource Utilization ReportsResponsible for coordinating with Workflow Coordinators & Reporting Team.Identifying potential risk / resolution approaches for targeted Client tasks / deploymentsLeads the efforts of others in the achievement of the strategic and operational objectives of the groupManages the hiring, staffing and maintaining of a diverse and effective workforceResponsible for career development/planning, performance and pay discussions of team membersAccountable for the day-to-day operations of an area managing processes, programs and/or initiativesManages a staff of professional level team members or manages a team through lower-level supervisorsResponsible to ensure End Users & Business Unit Program Owners receive high customer satisfaction. Delivery Manager will partner with the account Client Delivery Executive and customer program owner(s) to conduct approved CSAT & ProgramResponsible for monitoring the execution of SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The onsite Delivery Manager will coordinate with Client Delivery Executive(s) and Client Program Owners on Daily, Weekly, Monthly customer priorities & projects.Requirements10-14 years of Management/IT experience or equivalent combination of education and work experience8+ Years in running / project managing field service projects in the IT industryIT Hardware Deployment Project Management ExperienceRequires ability to deal with ambiguity, project management skills, ability to motivate, and develop teams and individuals.Solid understanding of ITIL processes and principalsExcellent verbal and written communication skillsSolid ability to create and document processesThis position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment. About NTT DATA ServicesNTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.Posting Date:Department: -