Field Services – Service Operations Lead
Our Field Services – Service Operations Lead will oversee the planning, coordination, and execution of field service activities to ensure high-quality service delivery, operational efficiency, and an exceptional customer experience.
This role is responsible for managing day-to-day field operations, optimising service processes, coordinating and managing the partner network, and driving continuous improvement across service workflows.
Acting as the primary link between customers, internal teams, and field staff, the Lead ensures service commitments are met, SLAs are achieved, and all operations comply with company standards, safety regulations, and best practices.
This position plays a critical role in enabling service excellence by improving operational throughput, reducing downtime, overseeing service quality, and implementing tools and processes that enhance productivity
Key Responsibilities
* You will be the primary escalation point for field-based service issues, delays, or risks.
* Ensure SLA, KPI, and customer satisfaction targets are consistently met.
* Coordinate with Service Desk and Technical teams to ensure seamless end-to-end incident and request fulfilment.
* Oversee resource planning, including capacity management, cover, and skills alignment.
* Drive first-time fix improvement and reduction of repeat visits.
* Ensure field engineers comply with processes, safety standards, and documentation requirements.
* Identify and implement operational improvements across tooling, workflows, and service delivery.
* Provide clear operational reporting and insights to senior stakeholders.
* Support onboarding, coaching, and performance management of field engineers.
* Monitor and manage partner and customer performance to ensure service levels and contractual commitments are met.
* Demonstrate ownership of contracts and commercial awareness, proactively managing commercial considerations and contractual commitments within service delivery.
Knowledge, Skills & Experience
Essential
* Demonstrated knowledge of field service operations, service delivery models, and workflow optimisation
* Proficiency in service management platforms (e.g. ServiceNow)
* Knowledge of SLA, KPI, and performance management frameworks
* Understanding of asset management, logistics, and inventory control
* Ability to drive continuous service improvement and process optimisation
Key Attributes
* Operational excellence mindset
* Exceptional communication and stakeholder management skills
* Highly organised with strong attention to detail
* Proactive, adaptable, and effective in a fast-paced environment
* Confident and credible when working with engineers, partners, and customers
Additional Requirements
This is both an internally facing leadership role and a customer-facing service role. Regular customer site visits are essential, and candidates must be willing to travel as required