Field Tech Manager

Field Tech Senior Manager

Location: Guadalajara, Jalisco, Mexico

NTT DATA strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you are looking to join an inclusive, adaptable, and forward-thinking organization, apply now.

We are seeking a Field Tech Senior Manager to join our team in Guadalajara, Jalisco, Mexico.

Position Overview

Lead and develop teams, oversee Field Services and Depot operations, ensure service delivery excellence, and drive customer satisfaction and continuous improvement.

Key Responsibilities

-Team Leadership

- Lead Field Services and Depot teams to achieve quality, SLA, and customer satisfaction targets.

- Manage staffing, scheduling, and resource allocation.

- Coach team members, conduct one-on-one meetings, and coordinate onboarding and offboarding with HR.

- Supervise professional-level teams across global operations.

Service Delivery and Operations

- Monitor SLAs, program implementations, and Customer Service Improvement (CSI) initiatives.

- Coordinate client priorities with NTT DATA Delivery Executives and program owners.

- Conduct daily “Plan of the Day” meetings with regional lead technicians.

- Monitor CSAT, process compliance, and operational performance.

- Coordinate with Service Desk and Desktop Engineering teams.

- Manage delivery costs, standardize processes, and ensure operational continuity through effective staffing and knowledge management.

Customer Satisfaction and Improvement

- Ensure high-quality service for client end users and business stakeholders.

- Coordinate CSAT surveys, perform root cause analysis, and implement improvement plans.

- Identify improvements based on client feedback, ticket data, and service performance.

Depot Partner Management

- Oversee third-party Depot partners and ensure compliance with contracts, SLAs, KPIs, and quality standards.

- Monitor backlogs, aging tickets, fulfillment, inventory, and recurring issues.

- Drive partner accountability and continuous improvement.

Basic Qualifications

- 5+ years of IT leadership experience.

- 3+ years of technical or IT experience.

Additional Qualifications

- Bachelor's degree or equivalent education and experience.

- ITIL certification.

- Excellent verbal and written communication skills.

- Process documentation and standardization skills.

- Microsoft Excel proficiency.

- Project management experience.

- Strong negotiation and leadership skills.

- AI experience is a plus.

Join NTT DATA and help drive operational excellence and customer satisfaction. Apply today!