Req ID:

Location: Guadalajara, Jalisco, Mexico.

Responsibilities

• Direct the End User Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services, schedules, developing the team, and maintaining overall quality.
• Develop personnel, conduct client field services meetings, team 1‑on‑1 sessions, HR onboarding/off‑boarding.
• Provide direct supervision to a team of professional level team members in the US.
• Monitor SLA performance, program implementations, and customer service improvement (CSI) programs; coordinate with NTT DATA Client Delivery Executive and Client Program Owners on daily, weekly, and monthly client priorities and projects.
• Conduct daily “Plan of Day” calls with Regional Lead Technicians; monitor and achieve SLA performance by enterprise and client locations; deliver program quality (CSAT, Process Compliance, etc.); coordinate Field Se...