NTT

1 month ago

Manager - Field Services

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Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Lead the End User Field Service team to deliver quality results, meet SLA targets, and drive customer satisfaction. Own team development and day-to-day operational control, including staffing, ticket updates and aging, attendance tracking, and client communications. Coordinate Field Service Tower integration activities (e.g., service desk and desktop engineering), analyze ticket data to identify trends, and implement customer service improvement plans through root-cause analysis.

Location: Guadalajara

Workplace: Onsite

Employment Type: Full time

Job Function: Field Service, Maintenance & Skilled Trades

Seniority: Manager level

Key Responsibilities

•Direct the End User Field Service team to achieve quality, SLA, and customer satisfaction outcomes while ensuring adequate field services, schedules, and overall quality.
•Provide people leadership: oversee hiring-related aspects, develop direct reports, and manage onboarding/offboarding.
•Monitor SLA performance, program implementations, and CSI programs; coordinate with client delivery and program owners on priorities and projects.
•Maintain operational control: oversee field services ticket updates and ticket aging, track attendance, and lead field services meetings/discussions.
•Conduct approved CSAT/program surveys, perform root cause analysis, and implement customer service improvement plans; analyze ticket data to identify trends and manage workload.

Key Requirements

•2+ years of previous IT leadership experience.
•3+ years of prior technical/IT experience.
•Ability to direct an End User Field Service team to achieve quality, SLA, and customer satisfaction performance results.
•Experience monitoring SLA performance and coordinating service and customer service improvement programs.
•Ability to analyze ticket data (e.g., trends, Mean Time to Resolve) and drive process coherence improvements.

Experience:IT services

Skills:LeadershipCustomer satisfaction focusProblem-solvingRoot cause analysisProcess improvement

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT