Field Service Operations Lead

Field Service Operations Lead

Work Model: Hybrid / Onsite (as per business requirements)

Location: Germany

Employment Type: Full-time

Language: English required (local language is a strong advantage)

About the Role

Swiss Himmel GmbH is looking for an experienced Field Service Operations Lead to take end‑to‑end accountability for regional service delivery across Workplace Services, Field Services, and Device‑as‑a‑Service (DaaS). This customer‑facing leadership role focuses on SLA‑driven delivery, operational governance, vendor management, and continuous service improvement. You will work closely with global delivery teams, engineering units, and third‑party partners to ensure high‑quality, scalable, and business‑aligned workplace services.

The role requires a strong background in IT service delivery, EUC operations, and field service management, combined with excellent stakeholder communication and escalation management capabilities.

Responsibilities

• Own and drive end‑to‑end regional service delivery for Workplace, Field Services, and DaaS, ensuring SLA and KPI compliance.
• Manage service performance, customer expectations, and escalations, ensuring timely and structured resolution of high‑priority incidents.
• Act as the primary interface for customer operational reviews, vendor governance, and internal stakeholder engagement.
• Coordinate with global service delivery, engineering, and operations teams to ensure seamless and standardised execution.
• Lead demand management, transition activities, and onboarding of new services or projects.
• Manage and govern regional delivery teams and third‑party partner networks.
• Establish and enforce escalation matrices, governance frameworks, and preventive actions to eliminate recurring service issues.
• Drive continuous improvement, quality assurance, and operational excellence initiatives.
• Ensure strong vendor performance management, contract adherence, and service capability development.
• Engage with senior customer stakeholders during critical service‑impacting situations and provide clear executive‑level communication.

Profile

• 10+ years of experience in IT service delivery, including 5+ years in a service delivery leadership role.
• Proven track record in customer‑facing, SLA‑driven environments.
• Strong understanding of End User Computing (EUC) services , Field service delivery models , Device lifecycle management (desktops, laptops, mobile devices) , and Device‑as‑a‑Service (DaaS) .
• Solid experience with ServiceNow and ITIL‑based service management processes .
• Demonstrated experience in vendor and partner management, including contract and performance governance.
• Strong analytical, problem‑solving, and root‑cause analysis capabilities.
• Excellent communication and stakeholder management skills.
• Ability to operate in high‑pressure, business‑critical environments.

Leadership & Personal Attributes

• Customer‑first mindset with strong ownership and accountability.
• Structured and proactive approach to escalation handling and service recovery.
• Data‑driven decision‑making and performance management.
• Strong collaboration skills across global and cross‑functional teams.
• Focus on continuous improvement and operational maturity.

What We Offer

• Opportunity to lead regional workplace and field service operations in a dynamic enterprise environment.
• High‑visibility role with direct customer and executive stakeholder interaction.
• Collaborative, international delivery landscape.
• Long‑term growth and leadership opportunities within Swiss Himmel GmbH.

Interested?

If you are a service delivery leader with strong EUC and field service operations experience and a passion for operational excellence, we look forward to your application.

Apply directly via LinkedIn or connect with Swiss Himmel GmbH for more details.