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NTT DATA Business Solutions
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Field Tech Director - DWS

Field Tech Director - DWS

NTT DATA Business Solutions

8 - 13 years

35 - 40 Lacs

Bengaluru

Posted:3 weeks ago| Platform:

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Skills Required

Business process Staffing Customer satisfaction Project management Customer service Asset management microsoft Customer engagement Operations Monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Req ID: 330354

NTT DATA 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 Tech Director - DWS to join our team in Bangalore, Karn taka (IN-KA), India (IN).

As a People Leader and Service Delivery Manager, the Associate Director is responsible for all aspects of hiring and development of their direct reports. The Associate Director is also responsible for delivery of services to our clients and client satisfaction. They will be leading a global team to ensure adherence to the contract and customer satisfaction.

Role Responsibilities

Responsible for end-to-end Digital Workplace Services delivery and directing the Field Service Team to achieve Quality, SLA, and Customer Satisfaction performance results, ensuring adequate delivery, schedules, developing the team, and maintaining overall quality

Develop Personnel
Conduct Client Field AHOD Meeting
Team 1 on 1 Sessions
HR Onboarding / Off boarding

Provides direct supervision to a team of professional level team members globally.

- Regularly coaches and mentors team members.
- Regularly review the work and performance of team members.
- Ensures team achieves specific performance metrics.
- Sets and communicates clear expectations for work outcomes and manages performance.

Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The Onsite Delivery Manager will coordinate with NTT DATA Client Delivery Executive and Client Program Owners on Daily, Weekly, Monthly Client priorities & projects.

Conduct Daily Plan of Day call with Regional Lead Technicians
Monitor and achieve SLA Performance by enterprise & client locations
Deliver Program Quality (CSAT, Process Compliance, etc.)
Coordinate Field Service Tower Integration activities (Service Desk, Desktop Engineering)
Manage Delivery Cost
Standardize Delivery Functions
Ensure operational continuity (Staffing, Knowledge Base, etc.)

Responsible for ensuring Client End Users & Business Unit Program Owners receive high customer satisfaction. The Delivery Manager will partner with NTT DATA client Delivery Executive and Client program Owner to conduct approved CSAT & Program Surveys. Conduct root cause analysis & implement pertinent Customer Service Improvement Plans.
Travel required at times both domestic and international. (up to 15%)

Supports leadership team in business process improvements.
Customer Engagement - Maintain strong relationship with key customer contacts

Core competencies in the Digital Workplace Services portfolio

Desktop Engineering (imaging, provisioning, Microsoft EPM)
Field Services
Mobility (Modern Device Management)
Service Desk
Unified Communication and Collaboration (O365, Email, SharePoint, Teams)
Virtual Desktop Services (Azure)

Strong Leadership capabilities

Lead across multiple service areas
Foster collaboration and inclusion
Facilitate escalation bridges
One NTT (presence) to customer
Excellent communication skills (business acumen)

Daily Meetings
Monthly Status
Monthly Governance

Results Driven

Own / coordinate complex workstreams
Deliver in quality
Primary stakeholder in account projects

Understanding of Device as a Service and Asset Management (preferred)

Vendor agreements
Ordering process
Refresh process
Inventory planning and tracking

Flexible Schedule (Global Operating Model)

Leveraged service teams in India
Client Leadership in EMEA
Field Services (EMEA and US)

Basic Qualifications

8+ years previous IT leadership experience
5+ years prior technical/IT experience

Additional Skills

Undergraduate degree or equivalent combination of education and work experience
ITIL Certification
Excellent verbal and written communication skills
Ability to create and document processes
Proficiency with Excel
Project Management Experience
Experience with AI, a plus.
Strong negotiation skills.

Demonstrated strong leadership skills

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Field Tech Director - DWS