Service Delivery Manager – Retail Automation

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, shifting B2X’s field delivery model toward a more direct, flexible, gig-economy-style approach — sourcing, qualifying, activating, and managing independent installers and installation partners to deliver fast, reliable, scalable coverage nationwide.
You will own installation quality, SLA performance, and network coverage end-to-end, balancing the agility of an on-demand workforce with the governance, compliance, and quality standards B2X’s clients and OEM partners expect.

• 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

• Lead the transition toward a more direct, on-demand field capacity model, reducing reliance on traditional fixed installer contracts where appropriate
• Evaluate and implement platforms and tools that support gig-style workforce management — job matching, credentialing, real-time tracking, and digital proof-of-work
• 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

• 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

• 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

• Build a nationwide installer network that is reliable, scalable, and cost-effective
• Successfully shift service delivery toward a more direct, gig-economy-style model without compromising quality
• Maintain strong SLA performance and installation quality across a distributed workforce
• Be a hands-on operator — comfortable building infrastructure and processes from the ground up
• Apply honesty, initiative, flexibility, and confidentiality in everything you do

• 5+ years of experience in field service delivery, installation network management, or workforce operations, ideally within retail technology, telecoms, or a similar field-services industry
• 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…