Field Service Operations Manager

2 days ago

Sydney, New South Wales, Australia beBeeFieldService Full time $120,000 - $140,000

Job Title: Field Service Operations Manager

About the Role:

We are seeking a highly skilled and experienced Field Service Operations Manager to join our team. As a key member of our technology operations group, you will be responsible for leading a team of engineers, support analysts, and service delivery professionals to deliver exceptional services to our operations.

The successful candidate will have accountability for the Field Service team and will liaise with site-based OT Engineers & partners. This role will be based in NSW, QLD, SA or WA and reports to the Senior Manager - Technology Service Excellence.

Key Responsibilities:
  • Team Leadership and Development:
    • Build and lead a high-performing team of engineers, support analysts, and service delivery professionals
    • Manage appropriate levels of resourcing to support the business 24x7 across ANZ
    • Mentor team members and develop their professional capabilities
    • Foster a customer-centric culture within the technology service teams
    • Establish performance goals and career development paths for team members
    • Build and maintain strong relationships with key stakeholders across the business
    • Serve as an escalation point within the Field Service team ANZ
  • Technology Service Management and Improvement:
    • Oversee the delivery of high-quality, reliable technology services and support across the organisation
    • Maintain service level agreements (SLAs) and operational level agreements (OLAs)
    • Foster a culture of learning and customer service by leveraging best practice frameworks for service management processes
    • Ensure efficient incident, problem, change, and release management with no exceptions
    • Drive continuous service improvement through regular reviews and feedback mechanisms
    • Oversee integration between OT and IT environments
    • Manage cross-functional teams of OT specialists and IT field service engineers
    • Enable OT asset lifecycle management
    • Implement standardised site technology and support processes including performance monitoring of both IT and OT
    • Support operational technology security and compliance
    • Support vendor and technology selection/evaluation
    • Provide end user support as required across the network of sites
    • Support the site setup process for new hires
    • Ensure service tickets are logged within the Service Management System and SLAs are met
    • Manage the lifecycle of information documentation and relevant field service processes
Requirements:
  • Diploma or Bachelor of Information Technology or equivalent is desirable
  • 5+ years of progressive experience in IT service management or field IT related roles
  • 2-5 years' leadership experience with managing technology teams
  • 2-5 years' experience with operational technology (OT) or supply chain technology
  • Sound understanding of service management frameworks and processes
  • Sound understanding of OT enabling technologies and vendor landscape
  • Experience with service management tools and technologies and remote assistance tools
  • Excellent communication and interpersonal skills

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