HEAD OF FIELD SERVICES

About Teceze

Teceze is a global technology services company delivering end-to-end IT solutions across digital workplace services, IT infrastructure (network, server, storage, telephony), wireless, data centre, field services, managed services, and digital transformation. With a commitment to operational excellence and client-centric delivery, Teceze partners with enterprises worldwide to ensure seamless technology experiences. The Field Services Tower is a critical revenue-generating business unit responsible for on-site IT support, break-fix, IMAC (Install, Move, Add, Change), deployments, smart hands services, and technology lifecycle management across the full spectrum of enterprise infrastructure.

Key Responsibilities

1. P&L Management FS Tower

• Own and manage the complete Profit & Loss statement for the $100M+ Field Services Tower portfolio, including revenue targets, cost of delivery, gross margin, and net profitability across Americas, EMEA, and APAC operations.
• Develop annual and quarterly financial plans, budgets, and forecasts aligned with organisational growth objectives.
• Drive cost optimisation initiatives across workforce planning, vendor management, logistics, and spare parts procurement without compromising service quality.
• Present monthly and quarterly business reviews to the executive leadership team with variance analysis and corrective action plans.
• Identify and execute strategies to improve contribution margins, including pricing optimisation, service bundling, and value-added offerings.

2. Go-To-Market (GTM) Strategy

• Define, own, and execute the go-to-market strategy for the Field Services portfolio spanning digital workplace services, IT infrastructure (network, server, storage, telephony), wireless, data centre, break-fix, IMAC, smart hands, depot services, and technology refresh programmes.
• Collaborate with Sales, Pre-Sales, and Marketing teams to develop compelling value propositions, pitch decks, case studies, and RFP/RFI responses.
• Identify new market segments, geographies, and verticals for FS Tower expansion across the Americas, EMEA, and APAC regions.
• Build strategic partnerships with OEMs, distributors, and sub-contracting partners to extend service coverage and capability.
• Monitor competitive landscape, industry trends, and emerging technologies to maintain a differentiated service offering.

3. Client Onboarding & Account Growth

• Lead the end-to-end client onboarding lifecycle from contract signature through to steady-state operations, ensuring seamless transition and time-to-value.
• Establish structured onboarding frameworks, including kick-off protocols, knowledge transfer sessions, SOP documentation, and RACI matrices.
• Conduct operational readiness assessments prior to go-live for new client engagements.
• Serve as the executive sponsor and primary face of the FS Tower for Tier-1 and strategic accounts, delivering best-in-class client engagement with C-level relationship management, proactive communication, and long-term retention strategies.
• Champion a client-first approach across global engagements, ensuring consistent service excellence and responsiveness across Americas, EMEA, and APAC time zones.
• Drive upsell and cross-sell opportunities within existing accounts by identifying unmet needs and proposing expanded service scopes.

4. Revenue, Operations & Service Delivery

• Take full ownership of revenue generation, ensuring achievement of monthly, quarterly, and annual targets for the FS Tower.
• Oversee the operational delivery engine, including resource allocation, workforce scheduling, dispatch management, and field engineer utilisation.
• Implement and continuously improve operational KPIs such as First-Time Fix Rate (FTFR), Mean Time to Repair (MTTR), On-Time Arrival (OTA), and Customer Satisfaction (CSAT).
• Establish robust escalation matrices, incident management processes, and business continuity plans.
• Leverage ITSM platforms (e.g., ServiceNow, Freshservice) and field service management tools for real-time visibility, ticket management, and reporting.
• Manage a globally distributed field engineering workforce across Americas, EMEA, and APAC, including full-time employees, contractors, and third-party partners.

5. SLA Management & Compliance

• Define, negotiate, and contractually formalise SLAs and KPIs for all client engagements in collaboration with Legal and Commercial teams.
• Implement SLA monitoring dashboards and automated alerting mechanisms to proactively identify and mitigate breaches.
• Conduct root cause analysis (RCA) for SLA misses and implement corrective and preventive actions (CAPA).
• Ensure 100% compliance with contractual obligations, including response times, resolution times, uptime commitments, and reporting cadences.
• Drive continuous service improvement plans (CSIPs) in alignment with ITIL best practices.

6. Field Services Governance

• Establish and chair the Field Services Governance Board, conducting monthly operational reviews, quarterly business reviews (QBRs), and annual strategic planning sessions.
• Define and enforce governance frameworks covering service quality, risk management, compliance, health & safety, and data security.
• Ensure adherence to industry standards and certifications including ISO 20000, ISO 27001, ITIL, and client-specific compliance requirements.
• Develop and maintain a comprehensive risk register for field operations, including mitigation strategies for supply chain disruptions, workforce shortages, and regulatory changes.
• Produce executive-level governance reports, dashboards, and scorecards for leadership and client stakeholders.
• Champion a culture of accountability, transparency, and continuous improvement across the Field Services organisation.

Qualifications & Experience

Required:

• Bachelors degree in Engineering, Information Technology, Business Administration, or a related discipline.
• 15+ years of progressive experience in IT Field Services, Managed Services, or IT Infrastructure Services, with at least 5 years in a senior leadership/P&L ownership role.
• Demonstrated track record of managing a $100M+ field services portfolio with proven revenue growth and margin improvement.
• Proven experience leading global operations across at least two of three major regions: Americas, EMEA, and APAC, with a strong understanding of regional compliance, labour markets, and service delivery nuances.
• Best-in-class client engagement skills with a history of building and sustaining executive-level relationships, driving client satisfaction, and achieving high retention rates.
• Deep expertise in field services operations including break-fix, IMAC, smart hands, depot services, and technology lifecycle management.
• Strong domain knowledge across digital workplace services, IT infrastructure services (network, server, storage, telephony), wireless technologies, and data centre operations.
• Demonstrated ability to collaborate with global HR teams and navigate the cultural nuances of managing diverse, multi-national workforces across different geographies.
• Fair and practical understanding of local employment laws, labour regulations, and statutory compliance requirements in each operating country, with the ability to work alongside in-country legal and HR partners to ensure full compliance.
• Strong commercial acumen with experience in deal structuring, pricing strategies, contract negotiation, and RFP management.
• Experience managing geographically distributed teams across Americas, EMEA, and APAC regions.