Job Description
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 Quality (CSAT, Process Compliance, etc.)
Coordinate Field Service Tower Integratio...