Field Service Delivery Manager
Skills
About the role
Job Summary
Lead regional Field Services operations across multiple countries and sites.
Ensure delivery of onsite support services, including desktops, laptops, mobile devices, peripherals, printers, conference room technology, and smart hands support.
Drive SLA, KPI, and XLA performance across the region.
Act as the regional escalation point for critical incidents and service disruptions.
Ensure consistent service execution and customer experience across all assigned locations.
Provide leadership, coaching, mentoring, and career development.
Support staffing, resource planning, onboarding, and workforce optimization.
Ensure adequate coverage for business-as-usual operations, project work, and peak demand periods.
Establish and maintain operational governance across all regional sites.
Conduct regular service reviews, operational reviews, and performance reporting.
Monitor ticket trends, backlog, aging incidents, and service request fulfillment.
Ensure adherence to ITIL processes, including Incident, Request, Change, Problem, and Asset Management.
Serve as the primary regional point of contact for client leadership and service stakeholders.
Build strong relationships with business leaders, regional IT teams, and vendor partners.
Present service performance, risks, mitigation plans, and improvement initiatives during governance meetings.
Support executive communications and service reporting.
Primary Skills : Windows 10/11, Laptop/Desktop/MacOS/mobile device Support, Microsoft 365, Active Directory, Printer & MFD Support
Secondary Skills: JAMF, SCCM/MECM, Zoom/Webex Rooms, Basic Networking
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