IT Field Services Project Manager

IT Field Services Project Manager

Location: Harvel, GravesendSalary: £35,000 - £40,000 per annumEmployment Type: Permanent

Overview

We are ideally seeking an experienced IT Field Services Project Manager to oversee and coordinate a team of IT Field Engineers supporting a large European retail estate. This role is responsible for scheduling, job management, and day-to-day operational delivery of break-fix services for EPOS systems across multiple retail sites.

The successful candidate will act as the key link between the Support Desk, Field Engineers, and wider stakeholders, ensuring service levels are consistently met.

Key Responsibilities

• Manage and schedule IT Field Engineers across Europe, ensuring efficient deployment and coverage.
• Oversee break-fix maintenance of EPOS units across a large retail store network.
• Use Fieldmotion to manage jobs, allocate workloads, and track engineer activity.
• Manage and update incidents and service requests through Service Now.
• Liaise closely with the Support Desk and Support Desk Manager to prioritise and coordinate work.
• Monitor SLA performance and ensure timely resolution of incidents.
• Produce reports and updates on work progress, engineer performance, and outstanding issues.
• Identify opportunities to improve scheduling efficiency and service delivery processes.
• Act as an escalation point for operational or service-related issues.

Skills & Experience

• Proven experience in field service management or a similar operational/project management role.
• Experience managing and scheduling field-based engineers, ideally across multiple locations.
• Familiarity with Fieldmotion and/or Service Now (or similar FSM and ticketing tools).
• Experience supporting retail or EPOS environments is highly desirable.
• Strong organisational and planning skills with the ability to manage competing priorities.
• Excellent communication and stakeholder management skills.
• Comfortable working in a fast-paced, service-driven environment.

Desirable

• Previous experience supporting large retail or multi-site environments.
• Understanding of IT hardware break-fix support models.
• Experience working with European field operations.

What's on Offer

• Competitive salary of £35,000 - £40,000.
• Opportunity to work within a large-scale, international retail support operation.
• A hands-on role with real impact on service quality and operational efficiency.
• Career development opportunities within a growing organisation.