Role Responsibilities

• Responsible for directing theEnd 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 Meeting
  • Team 1 on 1 Sessions
  • HR Onboarding / Off boarding
• Provides direct supervision to a team of professional level team members in the US.
• Responsible for monitoring SLA Performance, Program Implementations, and Customer Service Improvement (CSI) Programs. The Manager/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 Qua...