TECEZE
Website:
teceze.com
Job details:
Job Summary
We are looking for a Global Field Service Operations Manager with a strong background in IT recruitment/staffing and field service operations to manage global field support resources, service delivery, workforce coordination, and customer requirements across multiple regions.
The role requires strong experience in resource management, recruitment, vendor coordination, SLA management, and operational delivery. The ideal candidate will work closely with customers, field engineers, recruiters, vendors, and internal delivery teams to ensure timely and efficient field service coverage.
Key Responsibilities
- Manage global field service operations and technical workforce across multiple countries and regions.
- Work with recruitment teams to source, screen, onboard, and deploy field engineers and IT support resources based on customer requirements.
- Understand technical requirements and identify suitable resources for L1/L2 IT Support, EUC, Network, Data Center, Field Engineer, and infrastructure support roles.
- Coordinate engineer availability, skills, locations, shifts, travel, and deployment schedules.
- Manage field-service vendors, subcontractors, and staffing partners globally.
- Monitor SLA, response time, resolution time, engineer utilization, service quality, and customer satisfaction.
- Handle escalations related to engineer availability, delayed dispatches, service quality, and resource gaps.
- Maintain a global database of engineers, contractors, vendors, and technical resources.
- Partner with HR/recruitment teams to maintain an active talent pipeline for critical and recurring field service requirements.
- Review CVs and conduct initial technical/functional screening where required.
- Negotiate contractor/vendor rates and support cost-effective resource deployment.
- Coordinate background checks, onboarding, compliance, contracts, and documentation for deployed resources.
- Prepare operational reports covering open requirements, resources deployed, SLA performance, utilization, costs, and escalations.
- Work across different time zones and coordinate with global customers and delivery teams.
- Identify operational gaps and implement processes to improve resource availability and service delivery.
- Support transition and ramp-up of new global field service projects.
Required Skills & Experience
- 10+ years of experience in IT recruitment, staffing, resource management, field service operations, or IT service delivery.
- Strong understanding of IT infrastructure and field support roles.
- Experience recruiting or managing resources such as:
- IT Support / EUC Engineers
- Network Engineers
- Field Service Engineers
- Data Center Engineers
- Desktop Support Engineers
- Infrastructure Engineers
- Strong experience in global recruitment/resource deployment and vendor management.
- Good understanding of SLA/KPI-driven service operations.
- Excellent stakeholder, customer, negotiation, and communication skills.
- Experience working with multiple countries, time zones, and international customers.
- Strong Excel/reporting and workforce-tracking skills.
- Ability to manage multiple urgent requirements simultaneously.
Preferred
- Experience in Managed IT Services / MSP / Field Services / IT Staffing.
- Experience with ServiceNow, Jira, CRM, ATS, or workforce-management platforms.
- Experience managing international contractors and third-party service providers.
- Knowledge of ITIL/service-management processes.
- Willingness to work flexible hours to support global operations.
Key Performance Indicators
- Resource fulfillment and deployment turnaround time
- SLA compliance
- Engineer utilization
- Customer satisfaction
- Resource quality and retention
- Vendor performance
- Recruitment turnaround time
- Operational cost optimization
- Escalation resolution
Education
Bachelor's degree in HR, Business Administration, IT, Operations, or a related field.
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