Location: Bristol Job Type: Contract Industry: Engineering Job reference: 459144_1756977200 Posted: about 5 hours ago
Field Services Team Leader
Location: Bristol (on-site with travel across the West region as required)
Contract: Fixed-term, 6 months (likely extension)
Customer: Large Public Sector organisation
Security: SC Clearance essential (current/active)
The opportunity
Lead a high-performing field services team delivering exceptional end-user IT services for a major public sector customer. You'll drive SLA attainment, service improvement, and a consistently excellent user experience while coaching a team of 5-7 engineers and collaborating closely with service managers and operational stakeholders.
What you'll do
1. Lead & coach a team of 5-7 engineers to deliver a contractually compliant, customer-focused service.
2. Run daily stand-ups to surface risks/issues early and manage them through to resolution.
3. Partner with service managers & customer stakeholders to keep operations smooth and transparent.
4. Use data & reporting (KPIs/SLAs, trends, performance indicators) to drive continuous improvement.
5. Forecast resources & skills using demand data and key relationships; align with the Technical Resource Group (TRG) to keep capability fit for purpose.
6. Collaborate across delivery with the service delivery lead, peer team leaders, and internal ops teams.
7. Own escalations & complaints, coordinating the right teams and seeing issues through to closure.
8. Evolve processes-propose and support changes that improve service quality and user experience.
9. Ensure policy adherence to both customer and provider standards, processes, and procedures.
10. Communicate with clarity-maintain high team engagement and alignment with objectives.
11. Conduct regular 1:1s and attend management meetings to track performance and unblock delivery.
How success will be measured
12. SLA performance and right-first-time outcomes
13. Team utilisation and productivity
14. User satisfaction (CSAT/NPS) and complaint reduction
15. Team engagement & morale
16. Vendor warranty credits achieved for device repairs
Key relationships
17. Operational Delivery Managers
18. Service Team Leaders (peer group)
19. Technical Resource Group (TRG)
20. Customer stakeholders and end users
What you'll bring
21. Proven leadership of on-site/field/end-user IT services teams with measurable KPI/SLA delivery.
22. Strong service management mindset and organisational skills; calm under pressure.
23. Solid understanding of end-user IT services and support operations.
24. Excellent customer service and stakeholder management skills.
25. Familiarity with service management processes & tooling (training provided where needed).
26. Working knowledge of Windows and Microsoft 365/Office.
27. ITIL knowledge or accreditation (preferred).
28. Active SC Clearance (essential).
People Source Consulting Ltd is acting as an Employment Business in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.