– Service Delivery Manager, Field Services

Company: Teceze

Position: Service Delivery Manager – Field Services

Department: Service Delivery / Operations

Employment Type: Full-Time

Reporting To: Head of Service Delivery / Operations Director

Role Overview

Teceze is looking for an experienced Service Delivery Manager – Field Services to manage and drive the successful delivery of onsite IT field services projects across multiple customer locations.

The role will be responsible for end-to-end service delivery covering Field IT Support, Smart Hands, Deskside Support, Data Center Support, Network Support, IMACD, Break/Fix, Rollouts, Deployments, and Dispatch Services.

The SDM will act as the primary operational interface between Teceze, customers, engineers, subcontractors, and internal teams. The individual will be accountable for meeting contractual SLAs, maintaining service quality, managing engineer performance, ensuring timely resource deployment, and improving overall customer satisfaction.

This is a highly operational and customer-facing role requiring strong experience managing distributed field engineering teams and multi-site IT support engagements.

Key Responsibilities

Service Delivery Management

- Manage end-to-end delivery of Field Services engagements across assigned customers, countries, regions, or service towers.
- Ensure all onsite IT support tickets, dispatch requests, projects, and scheduled activities are delivered within agreed SLA and quality standards.
- Act as the primary operational point of contact for customers.
- Conduct daily and weekly service reviews with customers and internal stakeholders.
- Track incidents, service requests, escalations, project activities, and engineer performance.
- Ensure customer commitments are clearly communicated and delivered.
- Maintain complete visibility of all active projects, open tickets, pending dispatches, and engineer assignments.
- Ensure services are delivered in accordance with contractual scope, SOPs, work instructions, and customer processes.

Field Services Operations Manage delivery across services including:
- Deskside Support
- Desktop Support
- End User Computing Support
- Smart Hands
- Remote Hands
- Network Field Support
- Data Center Support
- IT Infrastructure Support
- IMAC / IMACD
- Break/Fix Support
- Hardware Installation
- Hardware Replacement
- Device Deployment
- Device Refresh
- Site Surveys
- Office Moves
- Network Rollouts
- Wi-Fi Deployments
- Rack and Stack
- Cabling
- Server and Network Device Replacement
- POS Support
- Printer and Peripheral Support
- Project-Based IT Deployments

SLA & KPI Management The SDM will be responsible for monitoring and maintaining service performance against agreed KPIs and SLAs.

Key metrics may include

- SLA compliance
- Response time
- Engineer acceptance time
- Engineer arrival time
- Resolution time
- First-time fix rate
- Ticket backlog
- Repeat incident rate
- Engineer utilization
- Engineer attendance
- Customer satisfaction
- Escalation rate
- Ticket aging
- Resource fulfillment time
- Project completion rate

The role should aim to consistently maintain 98% or higher SLA achievement, subject to customer contractual requirements. Engineer & Resource Management

- Manage a distributed workforce of Field Engineers, Deskside Engineers, Smart Hands Engineers, Network Engineers, and Data Center Engineers.
- Coordinate with recruitment and sourcing teams to ensure adequate engineer coverage.
- Maintain backup engineer pools for critical locations.
- Ensure rapid backfill when engineers are unavailable.
- Monitor engineer attendance, punctuality, ticket acceptance, and service quality.
- Conduct regular engineer performance reviews.
- Address repeated SLA failures or customer complaints involving engineers.
- Ensure engineers have the correct tools, skills, access, documentation, and site information before dispatch.
- Coordinate engineer onboarding, access approvals, background verification, and customer compliance requirements.
- Maintain skill matrices for engineers across locations.

Dispatch Management
- Ensure all dispatch tickets are assigned within agreed turnaround time.




- Coordinate engineer availability and scheduling.
- Track engineers from assignment through ticket completion.
- Monitor engineer ETA and site arrival.
- Escalate delays proactively.
- Ensure proper communication with customers throughout the dispatch lifecycle.
- Maintain alternate engineer coverage for high-priority locations.
- Ensure engineers complete all required service reports and closure documentation.

Project Management Manage Field Services projects such as:
- Desktop refresh projects
- Hardware rollout
- Network equipment replacement
- Data center migration
- Office relocation
- Device deployment
- Wi-Fi rollout
- Site surveys
- Infrastructure upgrades
- Cabling projects
- End-user migration
- Store rollout
- Branch rollout
- POS deployment

Responsibilities include:
- Project planning
- Resource planning
- Site scheduling
- Scope validation
- Engineer allocation
- Risk management
- Client communication
- Progress tracking
- Daily reporting
- Issue management
- Quality control
- Project closure

Customer Management
- Build robust operational relationships with customers.
- Act as escalation point for service delivery issues.
- Conduct regular service review meetings.
- Present SLA and KPI performance.
- Discuss open risks, incidents, projects, and improvement opportunities.
- Ensure customer expectations are clearly understood and communicated internally.
- Identify service gaps and recommend corrective actions.
- Work closely with account management and sales teams to identify opportunities for service expansion.

Escalation Management
- Own critical service escalations.
- Coordinate internal teams to resolve customer-impacting issues.
- Establish clear escalation paths.
- Provide timely customer communication during major incidents.
- Conduct root cause analysis where required.
- Implement corrective and preventive actions.
- Maintain an escalation log and track actions through closure.

Vendor & Partner Management
- Manage subcontractors, local service partners, and third-party engineers.
- Monitor vendor SLA performance.
- Ensure vendors comply with customer security, safety, and operational requirements.
- Review vendor performance regularly.
- Support procurement in negotiating service rates where required.
- Identify alternate suppliers or partners where service coverage is weak.
- Ensure appropriate documentation and agreements are in place.

ITSM & Ticket Management The SDM should have experience working with ITSM platforms such as:
- ServiceNow
- Jira Service Management
- ManageEngine
- Remedy
- Freshservice
- Zendesk
- Other enterprise ITSM platforms

Responsibilities include:
- Ticket monitoring
- Assignment management
- SLA tracking
- Escalation handling
- Incident management
- Request management
- Change coordination
- Problem management
- Reporting and dashboards

Documentation & Governance Ensure appropriate documentation is maintained, including:
- SOPs
- Runbooks
- Work Instructions
- Site Information
- Engineer Guides
- Escalation Matrices
- Contact Lists
- Service Reports
- SLA Reports
- KPI Dashboards
- Project Plans
- Risk Registers
- Issue Logs
- Asset Records
- Customer Meeting Minutes

Asset Management Where applicable, manage field service-related assets including:
- Laptops
- Desktops
- Servers
- Network equipment
- Spare devices
- Replacement parts
- Tools
- Peripheral devices

Ensure accurate tracking of equipment dispatched, installed, replaced, returned, or stored.

Knowledge Management

- Maintain technical knowledge repositories.
- Ensure engineers have access to customer-specific troubleshooting documentation.
- Conduct knowledge transfer sessions.
- Capture lessons learned from projects and escalations.
- Standardize best practices across customer environments.





Service Improvement
- Identify opportunities to improve SLA performance and reduce operational cost.
- Automate reporting and repetitive operational processes where possible.
- Reduce engineer no-shows and late arrivals.
- Improve first-time fix rate.
- Improve engineer coverage.
- Reduce ticket aging and backlog.
- Standardize processes across regions.
- Conduct regular service improvement reviews.

Commercial Awareness The SDM should understand basic commercial aspects of service delivery including:
- Engineer rates
- Project costing
- Dispatch costs
- Travel costs
- Overtime
- Service penalties
- SLA credits
- Vendor costs
- Project profitability
- Resource utilization

Work closely with finance, procurement, and account management teams to ensure projects remain operationally and commercially sustainable.

Required Experience

- 7+ years of experience in IT Service Delivery, Field Services, IT Infrastructure, or Managed Services.
- Minimum 3–5 years in a Service Delivery Manager or equivalent role.
- Strong experience managing onsite and field engineering teams.
- Experience managing multi-site or multi-country operations.
- Strong understanding of IT infrastructure support.
- Experience with SLA-driven managed services environments.
- Strong experience managing customers and escalations.
- Experience with ITSM platforms such as ServiceNow.
- Experience working with third-party vendors and subcontractors.
- Strong reporting, governance, and communication skills.

Technical Understanding The candidate should have working knowledge of:
- Desktop Support
- Windows
- Microsoft 365
- Active Directory
- Hardware troubleshooting
- Networking
- Cisco
- Aruba
- Routers
- Switches
- Wireless
- LAN / WAN
- Servers
- Storage
- Data Centers
- Smart Hands
- Rack and Stack
- Cabling
- IT Asset Management
- IMACD
- ITIL Processes

Preferred Certifications The following certifications are desirable:
- ITIL Foundation / ITIL 4
- PMP
- PRINCE2
- ServiceNow certifications
- Cisco certifications
- Microsoft certifications

Certifications are preferred but not mandatory where the candidate has strong relevant operational experience.

Key Competencies

- Service Delivery Management
- Field Services Operations
- Customer Management
- SLA Management
- Escalation Management
- Resource Management
- Vendor Management
- Project Management
- ITSM
- Problem Solving
- Leadership
- Communication
- Reporting
- Commercial Awareness
- Stakeholder Management
- Continuous Improvement

Performance Expectations The Service Delivery Manager will be measured against metrics including:
- 98%+ SLA Achievement
- Engineer fulfillment rate
- Response and resolution performance
- Project completion within schedule
- Customer satisfaction
- Engineer availability
- Reduction in escalations
- Ticket backlog reduction
- First-time fix rate
- Engineer utilization
- Cost optimization
- Vendor performance
- Customer retention

Ideal Candidate Profile The ideal candidate will have previously managed a large distributed Field Services operation involving multiple customers, locations, and engineering resources. The candidate should be comfortable managing both planned projects and high-volume reactive dispatch requirements and should be capable of handling critical customer escalations while maintaining strong governance across service operations.

Experience working within a Global IT Services Company, Managed Service Provider, System Integrator, Field Services Organization, Digital Workplace Services provider, or IT Infrastructure Services company would be highly preferred.

About Teceze

Teceze is a global IT services company delivering technology services across multiple countries. Our service capabilities include:

- Digital Workplace Services
- Field Services
- Smart Hands
- Cloud & Infrastructure Services
- Data Center Services
- Cybersecurity Services
- Global Procurement Services
- IT Staff Augmentation

The Service Delivery Manager – Field Services will play a key role in ensuring Teceze consistently delivers high-quality, scalable, SLA-driven services to customers across multiple geographies. #teceze #itservices

📌 Service Delivery Manager, Field Services (Bengaluru)
🏢 TECEZE
📍 Bengaluru