Field Force Manager
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Key skills for this role
About the Role
Starlink Qatar seeks a Field Force Manager to lead Enterprise Field Operations in a 24x7 Telecom Managed Services environment. The role is accountable for end-to-end field service delivery, SLA/KPI achievement, workforce productivity, and customer satisfaction.
Key Skills for This Role
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 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
Requirements
- Bachelor's Degree in Telecommunications, Information Technology, Engineering, Computer Science, or a related discipline
- 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
- ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL) certification
- Project Management Professional (PMP) certification
- 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
Full Job Posting
Role Summary
- The Field Force Manager (FFM) is responsible for leading and managing Enterprise Field Operations within a 24x7 Telecom Managed Services environment.
- Accountable for end to end delivery of field services, ensuring operational excellence, contractual SLA/KPI achievement, workforce productivity, customer satisfaction, and continual service improvement.
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
- 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).
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.
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