Field Services Associate Director - New Jersey

Job Description

Req ID: 106526

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

We are currently seeking a Field Services Associate Director - New Jersey to join our team in Hackensack, New Jersey (US-NJ), United States (US).

The Field Services Associate Director will work with a fast-paced global leader in IT Services outsourcing to support the successful execution of managed field services for a strategic regional hospital customer. These services include: IMAC, Break Fix, Desk Side Support, etc. The Associate Director will have operational ownership of field operations for the client’s network of hospitals throughout New Jersey and will be responsible for ensuring that our hospital client’s IT end user needs are reliably met with a high level of customer service.

***This is an onsite role which may require regional travel between sites within the state of New Jersey.

Job Responsibilities:

- Establish and maintain close working relationships with the NTT DATA Delivery Executive , Team Leads, Field Service Team, PMO, and Client Points of Contacts

- O versee a large field support team or a team with complex field delivery scope.

- Direct the Regional Lead Technicians & Field Service Team members to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate field services and schedules, and maintaining overall quality

- 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, Monthly Client priorities and projects

- Conduct Daily “Plan of Day” call with Regional Lead Technicians

- Coordinate Field Service Tower Integration activities (Service Desk, Desktop Engineering, etc.)

- Monitor KPI regarding Ticket Volume and Performance

- Conduct root cause analysis and implement pertinent Customer Service Improvement Plans

- Prepare documentation to record and track issue resolutions

- Provide authoritative advice to senior leadership based on deep subject matter expertise

- Ensure operational continuity (Staffing levels, Team Development, Knowledge Base, etc.)

- Build long-term development and succession plans

- Participate with other senior managers to establish strategic plans and objectives

Basic Requirements:

- 8+ years hands-on experience in service delivery, help desk support, desk side support, knowledge management, and systems integration

- 5+ years experience managing field service projects in the IT industry

- 4+ years managerial/leadership experience

- Experience developing and maintaining customer relationships

- Experience leading process and service improvement programs

- IT Hardware Deployment Project Management Experience

Preferences:

- Services/consulting industry experience working in an IT Services outsourcing organization

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About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.