What are the responsibilities and job description for the Associate Director - Field Services position at Stefanini North America and APAC?
Details:
Job Description
Associate Director, Field Services | Professional Management
Job Summary: The Associate Director, Field Services is responsible for the strategic direction, leadership, and management of field services operations across the NA/APAC regions. This includes planning, coordinating, and directing all operational activities within the department. The role also involves developing and implementing strategies to improve service delivery, increase operational efficiency, and ensure customer satisfaction.
As a professional management role, the Associate Director, Field Services provides leadership and direction through Senior Managers and Managers and all services within the Field Services area, supporting all Stefanini's customers within the NA/APAC region. The role is accountable for the performance and results, adapting and executing functional or departmental business plans, and contributing to the development of functional or departmental strategies. This role will also ensure budgets meet corporate requirements. Role will be expected to leverage AI and automation tools to drive efficiency and effectiveness improvements continuously for internal and external benefit.
Job Responsibilities:
Oversee the field services team, ensuring alignment with ITSM best practices.
Develop and implement strategic plans to enhance service delivery and customer satisfaction.
Manage relationships with clients and stakeholders to ensure service excellence.
Monitor and analyze service performance metrics to drive continuous improvement.
Lead the development of training programs and resources for field service personnel.
Ensure compliance with organizational policies, industry standards, and regulations.
Leadership And Team Management:
Foster a culture of collaboration, accountability, and high performance within the team.
Mentor and develop team leaders and field technicians to enhance their skills and career growth.
Facilitate regular team meetings and performance reviews.
Technical Skills And Knowledge:
Deep understanding of ITSM frameworks and their practical application.
Familiarity with field service management tools and technologies.
Knowledge of incident, problem, and change management processes.
Customer Relationship Management:
Develop strategies for customer engagement and feedback collection.
Ensure that customer issues are resolved promptly and efficiently.
Champion a customer-centric approach within the field services team.
Strategic Planning And Execution:
Collaborate with other IT leaders to align field services objectives with overall business goals.
Identify opportunities for innovation and improvement in service delivery.
Budgeting And Resource Management:
Develop and manage the budget for the field services team.
Optimize resource allocation to ensure efficient operations and cost-effectiveness.
Performance Measurement And Reporting:
Establish key performance indicators (KPIs) for field services operations.
Regularly report on team performance, challenges, and successes to executive leadership.
Job Requirements
Details:
Qualifications & Job Skills:
Master's degree preferred. Typically requires 6 years of Management experience.
Job Description
Associate Director, Field Services | Professional Management
Job Summary: The Associate Director, Field Services is responsible for the strategic direction, leadership, and management of field services operations across the NA/APAC regions. This includes planning, coordinating, and directing all operational activities within the department. The role also involves developing and implementing strategies to improve service delivery, increase operational efficiency, and ensure customer satisfaction.
As a professional management role, the Associate Director, Field Services provides leadership and direction through Senior Managers and Managers and all services within the Field Services area, supporting all Stefanini's customers within the NA/APAC region. The role is accountable for the performance and results, adapting and executing functional or departmental business plans, and contributing to the development of functional or departmental strategies. This role will also ensure budgets meet corporate requirements. Role will be expected to leverage AI and automation tools to drive efficiency and effectiveness improvements continuously for internal and external benefit.
Job Responsibilities:
- Oversee and manage all field service operations across NA/APAC regions
- Manage total team performance to meet and exceed client contractual requirements
- Develop and implement strategic plans to improve service delivery and customer satisfaction.
- Coordinate with other departments to ensure seamless operations.
- Monitor and analyze operational performance and implement necessary improvements.
- Ensure compliance with company policies and industry regulations.
- Integration of BBP's and services across global operations, as a lead of the NA/APAC region
Oversee the field services team, ensuring alignment with ITSM best practices.
Develop and implement strategic plans to enhance service delivery and customer satisfaction.
Manage relationships with clients and stakeholders to ensure service excellence.
Monitor and analyze service performance metrics to drive continuous improvement.
Lead the development of training programs and resources for field service personnel.
Ensure compliance with organizational policies, industry standards, and regulations.
Leadership And Team Management:
Foster a culture of collaboration, accountability, and high performance within the team.
Mentor and develop team leaders and field technicians to enhance their skills and career growth.
Facilitate regular team meetings and performance reviews.
Technical Skills And Knowledge:
Deep understanding of ITSM frameworks and their practical application.
Familiarity with field service management tools and technologies.
Knowledge of incident, problem, and change management processes.
Customer Relationship Management:
Develop strategies for customer engagement and feedback collection.
Ensure that customer issues are resolved promptly and efficiently.
Champion a customer-centric approach within the field services team.
Strategic Planning And Execution:
Collaborate with other IT leaders to align field services objectives with overall business goals.
Identify opportunities for innovation and improvement in service delivery.
Budgeting And Resource Management:
Develop and manage the budget for the field services team.
Optimize resource allocation to ensure efficient operations and cost-effectiveness.
Performance Measurement And Reporting:
Establish key performance indicators (KPIs) for field services operations.
Regularly report on team performance, challenges, and successes to executive leadership.
Job Requirements
Details:
Qualifications & Job Skills:
Master's degree preferred. Typically requires 6 years of Management experience.
- Strong leadership and team management skills.
- Extensive experience in IT service management, field service operations, or a related area.
- Experience in leadership of Field Services and Digital Workplace Services
- ITIL and/or Field Service Support technical certifications preferred
- Excellent strategic planning and execution abilities.
- Strong understanding of field service operations and best practices.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
