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 Service Tower Integration activities; manage delivery cost; standardize field service processes; ensure operational continuity. Guarantee client end‑users and business unit program owners receive high customer satisfaction; partner with client delivery executives and program owners to conduct approved CSAT and program surveys; conduct root cause analysis and implement customer service improvement plans. Maintain operational control of the Field Services Team: oversee and manage ticket updates and aging; ensure leadership presence and availability; send daily and weekly communications and reports to the client; maintain team attendance tracking; lead discussions and meetings related to field services; manage team issues, roadblocks, and currency of ticket updates on aging tickets. Analyze ticket data to identify trends and possible improvements; balance workload of tickets within the team; identify lack of process coherence by the Field Services Team; manage mean time to resolution issues. Basic Qualifications 2+ years of previous IT leadership experience. 3+ years of prior technical/IT experience. Able to work in a US Central Time Zone work schedule. Proficient in the English language (all meetings and communications are in English). 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. EEO Statement NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For EEO policy information, please refer to the policy. For Pay Transparency information, please refer to the policy. #J-18808-Ljbffr