About TecezeTeceze is a global technology services company delivering end-to-end IT solutions across digital workplace services, IT infrastructure (network, server, storage, telephony), wireless, data centre, field services, managed services, and digital transformation. With a commitment to operational excellence and client-centric delivery, Teceze partners with enterprises worldwide to ensure seamless technology experiences. The Field Services Tower is a critical revenue-generating business unit responsible for on-site IT support, break-fix, IMAC (Install, Move, Add, Change), deployments, smart hands services, and technology lifecycle management across the full spectrum of enterprise infrastructure.Key Responsibilities1. P&L Management – FS TowerOwn and manage the complete Profit & Loss statement for the $100M+ Field Services Tower portfolio, including revenue targets, cost of delivery, gross margin, and net profitability across Americas, EMEA, and APAC operations.Develop annual and quarterly financial plans, budgets, and forecasts aligned with organisational growth objectives.Drive cost optimisation initiatives across workforce planning, vendor management, logistics, and spare parts procurement without compromising service quality.Present monthly and quarterly business reviews to the executive leadership team with variance analysis and corrective action plans.Identify and execute strategies to improve contribution margins, including pricing optimisation, service bundling, and value-added offerings.2. Go-To-Market (GTM) StrategyDefine, own, and execute the go-to-market strategy for the Field Services portfolio spanning digital workplace services, IT infrastructure (network, server, storage, telephony), wireless, data centre, break-fix, IMAC, smart hands, depot services, and technology refresh programmes.Collaborate with Sales, Pre-Sales, and Marketing teams to develop compelling value propositions, pitch decks, case studies, and RFP/RFI responses.Identify new market segments, geographies, and verticals for FS Tower expansion across the Americas, EMEA, and APAC regions.Build strategic partnerships with OEMs, distributors, and sub-contracting partners to extend service coverage and capability.Monitor competitive landscape, industry trends, and emerging technologies to maintain a differentiated service offering.3. Client Onboarding & Account GrowthLead the end-to-end client onboarding lifecycle from contract signature through to steady-state operations, ensuring seamless transition and time-to-value.Establish structured onboarding frameworks, including kick-off protocols, knowledge transfer sessions, SOP documentation, and RACI matrices.Conduct operational readiness assessments prior to go-live for new client engagements.Serve as the executive sponsor and primary face of the FS Tower for Tier-1 and strategic accounts, delivering best-in-class client engagement with C-level relationship management, proactive communication, and long-term retention strategies.Champion a client-first approach across global engagements, ensuring consistent service excellence and responsiveness across Americas, EMEA, and APAC time zones.Drive upsell and cross-sell opportunities within existing accounts by identifying unmet needs and proposing expanded service scopes.4. Revenue, Operations & Service DeliveryTake full ownership of revenue generation, ensuring achievement of monthly, quarterly, and annual targets for the FS Tower.Oversee the operational delivery engine, including resource allocation, workforce scheduling, dispatch management, and field engineer utilisation.Implement and continuously improve operational KPIs such as First-Time Fix Rate (FTFR), Mean Time to Repair (MTTR), On-Time Arrival (OTA), and Customer Satisfaction (CSAT).Establish robust escalation matrices, incident management processes, and business continuity plans.Leverage ITSM platforms (e.g., ServiceNow, Freshservice) and field service management tools for real-time visibility, ticket management, and reporting.Manage a globally distributed field engineering workforce across Americas, EMEA, and APAC, including full-time employees, contractors, and third-party partners.5. SLA Management & ComplianceDefine, negotiate, and contractually formalise SLAs and KPIs for all client engagements in collaboration with Legal and Commercial teams.Implement SLA monitoring dashboards and automated alerting mechanisms to proactively identify and mitigate breaches.Conduct root cause analysis (RCA) for SLA misses and implement corrective and preventive actions (CAPA).Ensure 100% compliance with contractual obligations, including response times, resolution times, uptime commitments, and reporting cadences.Drive continuous service improvement plans (CSIPs) in alignment with ITIL best practices.6. Field Services GovernanceEstablish and chair the Field Services Governance Board, conducting monthly operational reviews, quarterly business reviews (QBRs), and annual strategic planning sessions.Define and enforce governance frameworks covering service quality, risk management, compliance, health & safety, and data security.Ensure adherence to industry standards and certifications including ISO 20000, ISO 27001, ITIL, and client-specific compliance requirements.Develop and maintain a comprehensive risk register for field operations, including mitigation strategies for supply chain disruptions, workforce shortages, and regulatory changes.Produce executive-level governance reports, dashboards, and scorecards for leadership and client stakeholders.Champion a culture of accountability, transparency, and continuous improvement across the Field Services organisation.Qualifications & ExperienceRequired:Bachelor’s degree in Engineering, Information Technology, Business Administration, or a related discipline.15+ years of progressive experience in IT Field Services, Managed Services, or IT Infrastructure Services, with at least 5 years in a senior leadership/P&L ownership role.Demonstrated track record of managing a $100M+ field services portfolio with proven revenue growth and margin improvement.Proven experience leading global operations across at least two of three major regions: Americas, EMEA, and APAC, with a strong understanding of regional compliance, labour markets, and service delivery nuances.Best-in-class client engagement skills with a history of building and sustaining executive-level relationships, driving client satisfaction, and achieving high retention rates.Deep expertise in field services operations including break-fix, IMAC, smart hands, depot services, and technology lifecycle management.Strong domain knowledge across digital workplace services, IT infrastructure services (network, server, storage, telephony), wireless technologies, and data centre operations.Demonstrated ability to collaborate with global HR teams and navigate the cultural nuances of managing diverse, multi-national workforces across different geographies.Fair and practical understanding of local employment laws, labour regulations, and statutory compliance requirements in each operating country, with the ability to work alongside in-country legal and HR partners to ensure full compliance.Strong commercial acumen with experience in deal structuring, pricing strategies, contract negotiation, and RFP management.Experience managing geographically distributed teams across Americas, EMEA, and APAC regions.
Job Title
HEAD OF FIELD SERVICES