Field Service Operations Manager

Role Overview

The Field Service Operations Manager oversees comprehensive regional service delivery encompassing Workplace Services, Field Services, and Device-as-a-Service (DaaS). This role demands robust experience in delivery management, superior English communication skills, and the capability to collaborate directly with customers, global teams, and partners to ensure seamless service execution and SLA compliance.

Key Responsibilities

• Ensure delivery of Workplace, Field Services, and DaaS within the region aligns with SLA and KPI standards.
• Oversee service delivery performance including escalation handling and managing client expectations effectively.
• Collaborate with global service delivery, engineering, and operational teams for smooth service provision.
• Lead demand management, onboarding of new projects, and transitions activities successfully.
• Administer regional delivery teams along with third-party partners to achieve operational objectives.
• Champion continuous process improvements, assure quality standards, and promote operational excellence.
• Organize and conduct periodic reviews with customers, vendors, and internal stakeholders.
• Maintain strong vendor relationships and enhance field service operational capabilities.
• Engage senior customer stakeholders proactively during critical incidents affecting services.
• Develop and enforce escalation matrices and governance processes to minimize repetitive escalations.
• Ensure prompt resolution of critical incidents through effective cross-functional team coordination.
• Manage escalations methodically with clear and proactive communication pathways.

Required Knowledge and Skills

• Thorough understanding of End User Computing (EUC), Field Services, and DaaS delivery frameworks.
• Proficiency in ServiceNow ticketing systems and adherence to ITIL process standards.
• In-depth knowledge of device lifecycle management covering desktops, laptops, and mobile devices.
• Capability to manage vendor contracts and maintain productive partner relationships.
• Strong analytical mindset with robust problem-solving and root cause analysis skills.
• Excellent English communication skills encompassing both written and verbal, along with proficiency in the local language.