Manager, Field Operations Service Delivery

About the Role

The Field Operations Manager, Service Delivery is responsible for leading the delivery of operational support services across multiple specialty teams, ensuring consistent execution, service quality, and support performance. This role provides leadership and direction to Field Operations Team Leads while maintaining overall accountability for ticket volume management, service level attainment, operational efficiency, and field satisfaction. The Manager partners closely with supported business functions and field leadership to identify operational needs, improve support processes, and ensure a consistent support experience across all specialties.

This position is responsible for workforce planning, staffing decisions, capacity management, and the development of frontline leaders and support teams. The Field Operations Manager drives operational excellence through performance monitoring, continuous improvement initiatives, standardized support practices, and effective partnership with organizational stakeholders. The role works closely with the Director of Field Operations to support organizational priorities, service model evolution, and long-term operational effectiveness.

• lead, coach, and develop Field Operations Team Leads by providing performance management, leadership guidance, talent development, succession planning, and ongoing support for team effectiveness.
• oversee operational support delivery across all specialty teams, ensuring service levels, quality standards, productivity goals, and field support expectations are consistently achieved.
• monitor organizational performance metrics including ticket volume, SLA attainment, backlog management, escalation trends, service quality, and field satisfaction; implement corrective actions as needed.
• partner with supported business functions and field leadership to understand operational needs, address challenges, communicate priorities, and improve support outcomes.
• establish and maintain standardized support processes, best practices, performance expectations, and operating procedures across all specialty teams to promote consistency and operational effectiveness
• lead workforce planning, staffing decisions, capacity management, and workload balancing activities to ensure appropriate resource allocation and operational readiness.
• identify recurring issues, operational risks, and service delivery opportunities; lead continuous improvement initiatives that enhance support effectiveness and reduce operational friction.
• review escalation trends, support performance data, and customer feedback to drive service improvements, improve resolution effectiveness, and enhance the overall field support experience.
• collaborate with the Director and peer leaders to support organizational initiatives, operating model enhancements, service delivery improvements, and long-term strategic objectives.
• partner with GCC leadership to share best practices, operational learnings, performance insights, and process improvements that promote alignment across support organizations.

• Bachelor’s degree in Business, Management, Operations, Information Technology, or a related field, or the equivalent through a combination of education and relevant work experience
• Seven years of experience in operations, customer support, service delivery, field operations, shared services, or related functions
• Three years of leadership experience with responsibility for managing people leaders, supervisors, team leads, or equivalent frontline leadership roles
• Demonstrated experience leading high-volume support operations, service centers, help desks, contact centers, field support organizations, or similar operational environments
• Proven…