Senior Field Services Manager

Req ID: 303005

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 Kelowna, British Columbia (CA-BC), Canada (CA). This position will have the opportunity to work from home / remotely within Kelowna, 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.

This position is responsible to:

• Manage a field services team.
• Ensure that SLAs are met in their area of responsibility.
• Manage the hiring process including evaluating potential candidates, interviewing, onboarding, training, and offboarding.
• Manage team and individual goals and performance including performance coaching.
• Develop and mentor staff through open communication, training, and development opportunities.
• Work within general policies and management guidance, independently determining approach to managing daily operations.
• Ensure that team members are improving performance and service. Use information gathered at client and staff meetings to target areas of improvement.
• Receive feedback from the customers and report it to the director. Providing details regarding whether the clients’ expectations have been met or not.
• Assist in escalation management of issues raised in the field.
• Support the leadership team in business process improvements.

Typical Years of Leadership Experience: Includes 1-3 years managerial/leadership experience.

Minimum Education and Certifications:

• Undergraduate degree or equivalent combination of education and work experience.
• Graduate degree preferred.

Skills:

• Strong negotiation skills.
• Demonstrated strong leadership of personnel and of business objectives.
• Advanced verbal and written communication skills.

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 require overnight domestic trips.