Field Service Operations Manager

Job Overview

The Field Service Operations Manager is responsible for comprehensive regional service delivery spanning Workplace Services, Field Services, and Device-as-a-Service (DaaS). This role demands proficient delivery management skills, fluency in English communication, and the aptitude to collaborate effectively with customers, global teams, and partners to guarantee smooth service execution and strict SLA compliance.

Key Responsibilities

• Ensure successful delivery of Workplace, Field Services, and DaaS within the region, consistently meeting SLA and KPI objectives.
• Manage overall service delivery performance, address escalations, and align customer expectations accordingly.
• Collaborate with global service delivery, engineering, and operations teams to facilitate a seamless service process.
• Supervise demand management activities, onboarding of new projects, and smooth transitions.
• Lead and oversee regional delivery teams as well as third-party partner networks.
• Promote continuous improvement initiatives, enforce quality assurance measures, and drive operational excellence.
• Conduct regular customer, vendor, and internal stakeholder reviews.
• Maintain robust vendor management practices and strengthen field service operational capabilities.
• Engage senior customer stakeholders during critical service-impact events to ensure clarity and resolution.
• Implement structured escalation protocols and governance frameworks to minimize recurrences.
• Ensure prompt and effective resolution of high-priority incidents through cross-functional coordination.
• Manage escalations with proactive and clear communication strategies.

Knowledge and Skills

• Comprehensive understanding of End User Computing (EUC), Field Services, and DaaS delivery approaches.
• Proficiency with ServiceNow ticketing platforms and familiarity with ITIL service management processes.
• In-depth expertise in device lifecycle management covering desktops, laptops, and mobile devices.
• Experience managing vendor contracts, partnerships, and related relationships.
• Strong analytical mindset with problem-solving and root cause analysis capabilities.
• Excellent communication skills in both written and spoken English as well as the local language.

Job Details and Company

This is a full-time position based in Dubai, United Arab Emirates. The role falls within the IT Services, IT Consulting, and Business Consulting sectors under the Field Sales & Outdoor Services function. The employing company is linked to the domain of IT and business services. TALENTMATE provides a platform designed to connect professionals with employers, assisting in job search and hiring processes, while advising applicants to verify employer credibility and exercise caution against fraud.

Additional Information

The role requires utmost integrity with no requests for money payments involved. Applicants are encouraged to stay vigilant regarding their personal data security. For reports on fraud or malpractice, contact abuse support channels promptly.