Field Force Manager

Role overview

The Field Force Manager will oversee enterprise field operations in a 24x7 telecom managed services setting. This position owns the full service delivery cycle for field support, with responsibility for operational performance, SLA and KPI delivery, workforce output, customer experience, and ongoing service improvements.

The role includes leadership of Field Force Automation (FFA), Remote Hands Support (RHS), dispatch coordination, and restoration activities, while maintaining strong governance and adherence to service management standards.

Key responsibilities

• Direct end-to-end enterprise field service operations and field service management.
• Oversee FFA tools, RHS activity, dispatch planning, staff scheduling, and work order handling.
• Make sure installation, activation, troubleshooting, maintenance, and restoration activities are completed on time for enterprise ICT services.
• Lead field engineering teams to meet contractual SLA and KPI commitments.
• Work closely with NOC, service delivery, service assurance, technical support, OEMs, and external vendors to coordinate operations.
• Improve service performance through better planning, resource use, and continuous improvement actions.
• Maintain compliance with operational procedures, governance requirements, safety practices, and quality standards.
• Track field productivity, customer satisfaction, and service metrics through reporting and KPI reviews.
• Run root cause analyses and put corrective and preventive measures in place for repeating issues.
• Take part in governance forums and operational review meetings.

Qualifications and experience

A bachelor’s degree in Telecommunications, Information Technology, Engineering, Computer Science, or a similar field is required.

Applicants should bring at least 10 years of experience in the telecommunications sector, particularly in enterprise ICT managed services, along with a minimum of 5 years in a Field Force Manager, Field Operations Manager, or comparable leadership position.

Experience in a Tier-1 telecom operator or a major telecom managed services provider is mandatory. The role also requires a strong background in running 24x7 enterprise field operations in an SLA-driven managed services environment and leading large, cross-functional field engineering teams serving enterprise clients.

Technical background

Candidates must have practical experience in FFA platforms, RHS coordination, field dispatch, workforce planning, work order management, enterprise installation and commissioning, service activation, preventive and corrective maintenance, incident handling, service restoration, service assurance, SLA/KPI management, vendor and OEM coordination, RCA, and operational governance.

A solid working understanding of MPLS, SD-WAN, enterprise WAN, internet services, fiber networks, last-mile connectivity, enterprise routing and switching, managed network services, and enterprise ICT infrastructure is required. Experience with enterprise ITSM tools such as OpenText Service Manager, Oracle Siebel, or similar systems is strongly preferred.

Certifications

ITIL 4 Managing Professional or ITIL 4 Strategic Leader certification is required, along with a PMP certification.

Competencies

• Capable of leading teams and managing people effectively.
• Strong at managing customers and stakeholders.
• Clear communicator with good presentation skills.
• Analytical and solution-oriented in approach.
• Comfortable handling mission-critical operations in a 24x7 environment.
• Focused on improving service quality and operational efficiency continuously.

Work setting

This is a full-time role based in Doha, Qatar, and it is intended for remote work.