Senior Field Services Manager

Job Responsibility: Req ID: 325891 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 Senior Field Services Manager to join our team in Vancouver, British Columbia (CA-BC), Canada (CA). We are currently seeking a Senior Field Services Manager to join our team. This position will have the opportunity to work within Vancouver, British Columbia, Canada. This position will work in collaboration with BC's Health Authorities. With our Health Authority partners, we are focused on delivering better outcomes for patients in BC, through the continuous improvement of services to clinical and healthcare support end users. Purpose of Position

• Provides direct supervision to a large team of technical support specialists.
• Work is guided by operational and project objectives.
• Sets and communicates clear expectations for work outcomes and manages performance.

Key Areas of Responsibilities

• Manages a larger field services team and/or a supplier relationship.
• Responsible for ensuring that SLAs are met in their area of responsibility.
• Manages the hiring process; including evaluating potential candidates, interviewing, onboarding, training and offboarding.
• Manages team and individual goals and performance; including performance coaching.
• Develops and mentors' staff through open communication, training, and development opportunities.
• Works within general policies and management guidance, independently determining approach to managing daily operations.
• Ensures that team members are improving performance and service.
• Use information gathered at client and staff meetings to target areas of improvement.
• Receives feedback from the customers and reports it to the client delivery executive; providing details regarding whether the clients' expectations have been met or not.
• Assists in escalation management of issues raised in the field.
• Supports the leadership team in business process improvements.

Qualifications

• Minimum 8-10 years' experience with desktop/software support & hardware (break/fix).
• Has managed a team consisting of 10+ team members.
• Minimum 5 years managerial / leadership experience.
• Practical knowledge of ITIL is required. ITIL v4.0 certification is preferred.
• A team player; someone comfortable working in a highly collaborative, team-oriented culture.
• Demonstrated strong leadership of personnel and of business objectives.
• Advanced verbal and written communication skills.
• Ability to prioritize work and operate under tight deadlines.
• Attentive to detail and ability to always follow-through to completion.

Physical Requirements/Working Conditions

• Ability to physically perform general office requirements.
• Must be able to perform essential responsibilities with or without reasonable accommodations.
• Travel will be required as business dictates.
• Must have Driver's license and reliable personal transportation.

About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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 our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.