Field Service Operations Lead

Responsibilities

• Deliver Workplace, Field Services, and DaaS services for the region, ensuring SLA and KPI compliance.
• Manage service delivery performance, escalations, and customer expectations.
• Coordinate with global service delivery, engineering, and operations teams to ensure seamless delivery.
• Oversee demand management, new project onboarding, and transition activities.
• Manage regional delivery teams and third‑party partner networks.
• Drive continuous improvement, quality assurance, and operational excellence.
• Conduct customer reviews, vendor reviews, and internal stakeholder meetings.
• Ensure strong vendor management and field service operations capability.
• Engage with senior customer stakeholders during critical service-impacting events.
• Implement escalation matrices and governance to prevent repeat escalations.
• Ensure timely resolution of high-priority incidents through cross-functional coordination.
• Effectively handle escalations with a structured, proactive communication approach.

Knowledge & Skills

• Strong understanding of EUC, Field Services, and DaaS delivery models.
• Strong understanding ServiceNow ticketing systems, and ITIL processes.
• Deep knowledge of device lifecycle management (desktops, laptops, mobile devices).
• Ability to manage partners, contracts, and vendor relationships.
• Strong analytical, problem solving, and root cause analysis capabilities.