[Hiring] Service Delivery Manager @B2X Care Solutions GmbH

Role Description

This is a build-from-the-ground-up role within B2X’s Retail Automation practice, owning the onsite infrastructure behind our ESL, camera, and commercial display installation programs across the US.

As Senior Service Delivery Manager, you will:

• Design, build, and continuously optimise a national 3rd-party installer network.
• Shift B2X’s field delivery model toward a more direct, flexible, gig-economy-style approach.
• Own installation quality, SLA performance, and network coverage end-to-end.

Responsibilities

• Installer network & onsite infrastructure:
  • Design, build, and continuously optimise a national 3rd-party installer network capable of delivering ESL, camera, and commercial display installations at scale.
  • Own the sourcing, vetting, onboarding, and performance management of installation partners and independent installers/gig-economy field technicians.
  • Establish and maintain the onsite infrastructure, tooling, and processes required for consistent, high-quality installation delivery across a distributed partner network.
  • Develop scalable scheduling, dispatch, and job allocation processes that maximise coverage, responsiveness, and cost efficiency.
• Gig economy & flexible delivery model:
  • Lead the transition toward a more direct, on-demand field capacity model.
  • Evaluate and implement platforms and tools that support gig-style workforce management.
  • Build a flexible, elastic delivery capacity model that scales up or down with pilot and project demand.
  • Ensure appropriate quality control, compliance, and brand standards are maintained across a distributed, non-employee workforce.
• Service delivery performance:
  • Own installation quality, SLA adherence, and first-time-fix rates across the installer network.
  • Monitor and report on installer network performance — capacity, coverage, cost-per-install, quality, and customer satisfaction.
  • Proactively identify coverage gaps or network risk and take corrective action ahead of client impact.
  • Act as the escalation point for onsite service delivery issues, resolving them swiftly.
• Governance, compliance & continuous improvement:
  • Establish clear installer agreements, insurance, safety, and compliance standards across the network.
  • Partner with commercial and legal teams on installer/partner contract structures and terms.
  • Build and maintain installer training, certification, and quality assurance programs.
  • Continuously refine processes and playbooks as the network and delivery model matures.

Qualifications

• 5+ years of experience in field service delivery, installation network management, or workforce operations.
• Proven track record building or managing a 3rd-party installer or field technician network at scale.
• Experience with, or strong interest in, gig-economy/on-demand workforce models.
• Strong understanding of onsite installation infrastructure for technology deployments.
• Excellent vendor/partner management, negotiation, and performance management skills.
• Comfortable working autonomously in a remote-first environment, with significant domestic US travel.

Preferred Qualifications

• Experience with field service/workforce management platforms.
• Background in retail technology rollout, telecoms installation, or last-mile/field services.
• Experience building installer certification, quality assurance, or compliance programs.
• Familiarity with 1099/independent contractor and gig-economy labour models in the US.

Location

USA

Benefits

• A high-visibility, build-from-scratch role shaping B2X’s US field delivery model.
• Direct influence over how B2X scales Retail Automation installation capacity nationally.
• Competitive base salary + performance bonus + benefits.