Field Force Manager

Role Summary

Key Responsibilities

• Lead end-to-end Enterprise Field Operations and Field Service Management.
• Manage Field Force Automation (FFA), Remote Hands Support (RHS), field dispatch, workforce scheduling, and work order management.
• Ensure timely installation, activation, maintenance, troubleshooting, and restoration of Enterprise ICT services.
• Manage field engineering teams to achieve contractual SLA and KPI targets.
• Coordinate field operations with Network Operations Centre (NOC), Service Delivery, Service Assurance, Technical Support, OEMs, and third-party vendors.
• Drive operational excellence through effective resource planning, workforce optimization, and continual service improvement initiatives.
• Ensure compliance with operational procedures, service governance, safety standards, and quality requirements.
• Monitor operational performance, customer satisfaction, and field productivity through regular reporting and KPI reviews.
• Lead Root Cause Analysis (RCA) and implement corrective and preventive actions for recurring operational issues.
• Participate in service governance meetings and operational reviews.

Mandatory Qualifications

• Bachelor's Degree in Telecommunications, Information Technology, Engineering, Computer Science, or a related discipline.

Mandatory Experience

• Minimum 10 years of experience within the Telecommunications industry, with a strong focus on Enterprise ICT Managed Services.
• Minimum 5 years of experience in a Field Force Manager, Field Operations Manager, or equivalent leadership role.
• Mandatory experience working with a Tier-1 Telecommunications Operator or a leading Telecom Managed Services Provider.
• Proven experience managing 24x7 Enterprise Field Operations within an SLA-driven managed services environment.
• Demonstrated experience leading large multidisciplinary field engineering teams supporting enterprise customers.

Mandatory Technical Experience

• Candidates must demonstrate proven hands-on experience in:
• Field Force Automation (FFA) platforms.
• Remote Hands Support (RHS) operations and coordination.
• Field Dispatch Management.
• Workforce Scheduling and Resource Planning.
• Work Order Management.
• Enterprise Installation, Commissioning, and Service Activation.
• Preventive and Corrective Maintenance.
• Incident Management and Service Restoration.
• Service Assurance.
• SLA & KPI Management.
• Vendor and OEM Coordination.
• Root Cause Analysis (RCA).
• Operational Governance.
• Coordination between NOC, Service Delivery, Technical Support, and Field Operations teams.
• Strong technical understanding of: MPLS, SD-WAN, Enterprise WAN, Internet Services, Fiber Networks, Last Mile Connectivity, Enterprise Routing & Switching, Managed Network Services, and Enterprise ICT Infrastructure.
• Experience with enterprise ITSM platforms such as OpenText Service Manager, Oracle Siebel, or equivalent is highly desirable.

Mandatory Certifications

• ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL).
• Project Management Professional (PMP) certification.

Competencies

• Strong leadership and people management.
• Customer-focused with excellent stakeholder management skills.
• Excellent communication and presentation abilities.
• Strong analytical and problem-solving capabilities.
• Ability to manage mission-critical operations within a 24x7 environment.
• Ability to drive operational excellence and continual service improvement.