Field Service Manager

Regional Onsite Delivery Manager (Site Services) Role Summary We are looking for an experienced Delivery Manager to lead onsite IT support across a region with multiple client sites. You will own service delivery, lead a distributed team of engineers, manage third-party vendors and act as the main contact for client stakeholders in the region. The role combines hands-on technical knowledge with people leadership, governance and continuous improvement. Key Responsibilities Service Delivery Make sure the team meets all agreed SLAs and KPIs across every site in the region. Follow ITIL processes (Incident, Request, Problem, Change and Asset) and make sure the team does the same. Act as the escalation point for complex technical issues and provide hands-on hardware and software support when needed. Keep asset inventories accurate (100% accuracy target) and fully tracked through the asset lifecycle. Deliver all services in line with the agreed Statement of Work (SOW) and contract. Ticket Governance Monitor ticket queues daily in ServiceNow (or a similar ITSM tool), focusing on backlog, ageing tickets and SLAs at risk. Review ticket quality: correct categorisation, priority, clear work notes and proper closure. Lead root cause analysis for repeat incidents and SLA breaches and raise problem records where needed. Manage P1/P2 incidents for the region, including timely updates to the client and internal teams. Client Stakeholder Management Be the main point of contact for client regional IT leads, site managers and business users. Run regular service reviews (weekly/monthly) and present performance, risks and improvement plans. Handle escalations and complaints quickly and professionally and build long-term trust with the client. Understand business priorities and plan support for site events, office moves, hardware refreshes and new site openings. Governance and Reporting Prepare and publish SLA/KPI reports, dashboards and inputs for Monthly and Quarterly Business Reviews (MBR/QBR). Make sure the team follows contractual, security and compliance requirements, and support internal and client audits. Maintain a regional risk and issue register with clear owners and mitigation actions. Create and maintain process documents, SOPs and Knowledge Base (KB) articles. Vendor Management Manage third-party vendors in the region (e.g. hardware OEMs, managed print, logistics, IT asset disposal) and track their performance against agreed SLAs. Coordinate warranty repairs, RMAs and spare parts to keep downtime low. Hold regular vendor reviews, escalate poor performance and validate vendor invoices against services delivered. People Management Lead, coach and motivate a team of engineers spread across multiple sites. Plan resources, shift rosters, leave cover and on-call rotas so every site is supported. Set clear goals, run performance reviews and address performance issues early. Identify skill gaps, plan training and certifications, and support each team member's career growth. Onboard new joiners, manage knowledge transfer and build backup cover for key skills. Continuous Improvement and Commercials Find and deliver opportunities for automation, self-service and process improvement. Optimise resources and improve efficiency across all deliverables. Support P&L, budget tracking and cost control for the region. Track customer and employee satisfaction (CSAT/ESAT) and act on feedback. Identify operational risks early and manage them as part of daily operations. Required Experience At least 10 years in IT support, including at least 7 years of hands-on deskside/onsite support. At least 4 years managing teams of 5 or more people; experience leading teams across multiple sites in a region is strongly preferred. Experience in a client-facing role within a managed services or outsourcing environment. Proven experience managing third-party vendors and service partners. Technical Skills Strong skills in installing, imaging and troubleshooting Windows 10/11 and macOS. Good knowledge of building Mac devices and deploying applications through JAMF or a similar MDM tool. Knowledge of the Windows image build process and endpoint management tools such as SCCM/MECM, Intune and Autopilot. Strong troubleshooting skills for Microsoft 365 apps (Outlook, Teams, Word, Excel, PowerPoint, OneDrive). Strong knowledge of desktops, laptops, workstations, printers and mobile devices (iOS, iPadOS, Android). Experience supporting RF scanners and industrial label printers (e.g. Zebra). Experience and understanding of Operational Technology, manufacturing and warehouse systems. Experience with managed print services and network/corporate printers. Good understanding of basic networking, and experience providing hands-and-feet support for network and data centre equipment. Basic knowledge of audio/video equipment and meeting room setups (e.g. Microsoft Teams Rooms). Hands-on experience with ITSM tools such as ServiceNow or BMC Remedy, including reporting. Good working knowledge of MS Project, Visio, SharePoint, OneNote and Excel/Power BI for reporting. Management and Soft Skills Strong customer service focus. Excellent written and verbal communication, with confidence presenting to senior client stakeholders. Good documentation and reporting skills. Good understanding of P&L, budgets and project financials. Data-driven approach to decision-making using service metrics and trends. Stays calm under pressure and handles unexpected situations well. Adaptable and open to change. Preferred Qualifications (good to have) Bachelor's degree in IT, Computer Science or a related technical field (or equivalent experience). ITIL certification. Microsoft (e.g. MD-102 Endpoint Administrator), CompTIA A+ or Apple certifications. Project or service management certification (e.g. PRINCE2, PMP) or Lean Six Sigma awareness is a plus. Other Requirements Willing to travel to sites across the region as needed. Available for on-call support for P1/urgent issues outside normal working hours. Work hours aligned to US business hours. A valid driving licence is preferred. A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year. Disclaimer HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on click.appcast.io for investigation.