[Hiring] Field Operations Manager @RL People

Role Description

Are you an experienced Field Services or Operations Manager who thrives in fast-paced, SLA-driven environments? This is an opportunity to take ownership of day-to-day Field Service operations across the US, leading teams, managing service partners and driving performance across a geographically dispersed operation. If you’re hands-on, analytical and enjoy solving operational challenges before they become customer issues, this role could be a great fit.

As Operations Manager, you’ll be responsible for the operational performance of US Field Services — ensuring the right people, partners, resources and processes are in place to consistently meet SLAs, KPIs and customer requirements. You’ll work closely with the Service Delivery Manager while taking ownership of operational execution, capacity, resource deployment, partner performance, stock, logistics and corrective actions.

The operation is geographically dispersed and may involve multiple Field Service Providers and hundreds of field engineers, making this a role where strong leadership, organisation and follow-through really matter.

Qualifications

• Previous management experience in Field Services, IT Services, Break/Fix, Managed Services or another SLA-driven environment.
• Strong experience managing operational performance, KPIs and SLAs.
• Experience leading geographically dispersed teams or operations.
• Proven experience managing third-party Field Service Providers or outsourced engineer networks.
• Strong analytical skills and the ability to turn operational data into action.
• Excellent leadership, communication and problem-solving skills.
• Strong Microsoft Excel and operational reporting capabilities.
• A hands-on approach with a strong ownership and follow-through mindset.

Requirements

• Lead the day-to-day delivery of Field Service operations across the US.
• Manage operational performance against SLAs, KPIs, backlog and customer requirements.
• Lead and develop Operations Coordinators and operational support teams.
• Manage the performance, capacity and coverage of third-party Field Service Providers.
• Identify service risks early and drive corrective actions through to completion.
• Oversee stock, logistics and field service infrastructure to support operational demand.
• Monitor engineer capacity and geographical coverage across the US.
• Use operational data to identify trends, root causes and improvement opportunities.
• Develop and implement process improvements, reporting and operational controls.
• Act as the key internal escalation point for significant operational issues.
• Support new customers, services and Field Service programs.
• Work closely with Service Delivery, Commercial, Finance, IT, Logistics and other stakeholders.

Benefits

• Ownership of a nationwide Field Service operation.
• The opportunity to directly influence service performance, efficiency and customer outcomes.
• Leadership responsibility across teams, partners and a large engineer network.
• The chance to build scalable processes and drive meaningful operational improvements.
• Significant exposure across Operations, Service Delivery, Logistics, Commercial, Finance and IT.
• A role where your decisions have a direct and measurable impact on performance.