Senior Manager, Field Support Engineering
NTT
full-time
Posted on:
Location Type: Office
Location: Bad Homburg • 🇩🇪 Germany
Visit company websiteJob Level
Senior
About the role
- Direct collaboration with the Senior Director, Support & Managed Services, and the S&MS management team
- Disciplinary leadership and coaching of a team consisting of Field Support Engineering managers, team leads, specialists, and larger decentralized employee groups
- Ensuring nationwide service capability of NTT DATA Field Support and our partner companies (24x7)
- Preparation and analysis of reports to implement continuous improvement measures
- Further development of the Field Support organization's portfolio and improvement of KPI efficiency (growth & profitability)
- Close collaboration with vendors and partners
- Support for global and national tenders, proposals, and service requests
- Active communication with internal and external stakeholders
- Establishing administrative and technical frameworks for Field Support Engineering
Requirements
- Extensive management experience with proven leadership skills
- Strong customer focus and excellent communication skills
- Experience leading managers, team leads, specialists, as well as national and decentralized teams
- At least 10 years of experience in the ICT industry, preferably in Field Support Engineering
- Solid knowledge of field support services and IT service management
- Experience working with international teams, customers, and global projects
- High flexibility and willingness to travel
- Security clearance (KRISIS customers) and enhanced security checks
- Advanced knowledge of ITIL practices
- Business-fluent German and English, both written and spoken
- Commercial/business acumen
- Academic qualifications & certifications: Bachelor's degree or equivalent in Information Technology, Business Administration, or a related field
- ITIL certification desirable
Benefits
- Exciting leadership role in an international environment
- Autonomy and responsibility for a nationwide organization
- Attractive compensation and benefits
- Flexible working models and opportunities for development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Field Support EngineeringIT service managementITIL practicesKPI efficiencyreport analysiscontinuous improvementcustomer serviceproject managementbusiness acumensecurity clearance
Soft skills
leadershipcoachingcommunicationcustomer focusflexibilitycollaborationstakeholder managementteam managementadministrative skillstechnical skills
Certifications
ITIL certificationBachelor's degree in Information TechnologyBachelor's degree in Business Administration