Field Operations Lead
HybridMelbourne, Victoria, Australia
Job Summary
Manage and develop a global team of field technicians to set standards for End User Services, service quality, and customer-focused support across TWE locations. Oversee end-to-end task, incident, and problem management while driving the lifecycle of end-user technology assets and managing relationships with service providers and regional partners. Deliver critical onsite support for network, infrastructure, and service desk teams, coordinating response for VIP users, Board meetings, and major business events. Standardize tools, processes, and documentation across regions using service insights to enhance performance. Requires proven leadership in field services and multi-site environments with strong stakeholder management skills.
Required Qualifications
- Proven experience leading field services, end user support, or service delivery teams
- Ability to develop high-performing teams
- Strong knowledge of end user services
- Strong knowledge of device lifecycle management
- Strong knowledge of onsite support operations
- Strong knowledge of incident management
- Strong knowledge of root cause analysis (RCA)
- Strong knowledge of IT Service Management (ITSM)
- Demonstrated success working across global or geographically dispersed environments
- Exceptional stakeholder management capabilities
- Exceptional communication capabilities
- Exceptional influencing capabilities
- Exceptional coaching capabilities
- Degree in IT, Business, or a related field
- ITIL or other service management qualifications
Desired Qualifications
- Experience with ServiceNow
- Experience with CMDB's
- Experience with Win /Mac environment
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