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 Qua...
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