Job Description
Field Service Manager - Permanent
Lead the response. Restore service. Keep the network resilient.
This is a high-impact operational leadership role, sitting at the frontline of service restoration. As Field Service Manager, you’ll balance speed, safety, cost, and quality, ensuring incidents are resolved within SLA while maintaining strong governance, supplier performance, and continuous improvement.
Why this role matters
Reactive service is where customers feel the impact most—and where great leadership makes all the difference. In this role, you won’t just restore service; you’ll drive change, reduce repeat failures, and strengthen how the organisation responds under pressure. This is a hybrid role with a minimum of 2 days per week in a Central Reading office as well as occasional supplier and site visits.
What you’ll be here to do:
Be accountable for the end-to-end delivery of reactive maintenance and field services across approximately 50% of the Company's passive infrastructure estate (North or South region). You’ll:
Operational Delivery
* Own the delivery of reactive maintenance and field services across ~50% of the estate.
* Ensure incidents are prioritised, dispatched, and resolved within SLA and in line with regulatory and business requirements.
* Adapt plans in real time to respond to urgent events such as storms, outages, or emerging risks.
* Manage delivery exceptions, blocked sites, and scope changes to keep restoration on track.
Health, Safety & Compliance
* Manage Health & Safety in line with Company policies and relevant legislation, including CDM Regulations.
* Ensure suppliers consistently demonstrate safe systems of work and compliant behaviours.
* Intervene and escalate immediately where unsafe practices are identified.
Supplier Performance & Assurance
* Monitor and assure supplier performance against KPIs, standards, and policies (e.g. HS001, I&M manuals, and regulatory requirements).
* Hold suppliers to account for response times, quality of workmanship, and compliance.
* Foster collaborative supplier relationships that enable openness, trust, and rapid problem solving.
Integration & Collaboration
* Coordinate reactive field services with other Managed Service Providers, resolving conflicts and ensuring seamless integration across services.
* Work closely with internal teams to ensure aligned priorities and clear ownership of actions.
Data Quality & Governance
* Ensure all reactive work is supported by accurate data and robust evidence (e.g. photos, completion records).
* Maintain strong governance over reporting, assurance, and performance tracking.
Continuous Improvement
* Partner with suppliers to improve service quality, productivity, and cost efficiency.
* Use incident trends and operational insight to reduce repeat failures and improve resilience.
Who we’re looking for:
You’ll be the operational leader who restores service under pressure, strengthens supplier performance, and turns reactive insight into a more resilient network. You’ll have:
* Experience working with Operations / Service Management frameworks (e.g. ITIL).
* Excellent communication, influencing, and negotiation skills.
* Strong knowledge and experience of Health & Safety in construction or mobile infrastructure environments.
* Proven ability to drive delivery through third-party suppliers.
* Strong problem-solving and decision-making capability in fast-paced environments.
* Ability to manage project finance and engage confidently with Programme and Finance teams.
* Experience in infrastructure asset management, construction, or engineering fields.
* Ability to adapt quickly to changing priorities and urgent operational situations.
If you also have the following, we’re especially interested in talking to you:
* Background or knowledge of MEICA engineering.
* Experience using Remedy and SiteTracker.
If you put customers at the core, take pride in decisive action, and want to shape a safer, more resilient operation, we’d love to hear from you.