Job Summary
Global Field Service Delivery Manager – Job Description
Role Overview
The Global Field Service Delivery Manager will lead IT operations and service delivery across multiple regions and markets in a global retail environment. This senior leadership role requires strategic vision, strong operational excellence, customer-facing communication, commercial ownership, and the ability to drive service innovation and transformation across a large, globally distributed delivery organization. The role holder will report to executive leadership and be responsible for delivery excellence, financial performance, vendor management, and organizational development across the Field Services portfolio.
Experience Requirements
15–18 years of overall professional experience, including a minimum of 12 years in IT service delivery,
Least 8-10 years of experience in managing Field Service Operations
Proven experience supporting large global retail organizations or multi-regional retail IT environments.
Demonstrated experience managing global or multi-region delivery programs with a span of 200+ resources, exposure to multiple delivery centers across geographies.
Strong track record of offshore and nearshore IT operations models supporting global enterprise customers at scale.
Proven ability to manage strategic vendor relationships, third-party service integrations, and outsourced delivery models.
Experience in P&L management, commercial negotiations, and strategic account planning.
Key Responsibilities
Key Responsibilities Strategic Service Delivery & Operations Lead and govern global Field Services delivery across all regions, ensuring operational stability, service quality, and alignment with strategic business objectives. Own end-to-end service performance accountability including SLA achievement, KPI performance, cost management, and customer satisfaction across the enti
Skill Requirements
Required Skills & Competencies Strategic leadership with proven ability to think and operate at a global, portfolio level. Deep expertise in Field Services, Service Desk, and multi-region retail IT operations. Strong financial acumen with demonstrated P&L management, commercial negotiations, and pricing strategy experience. Executive presence and excellent communicatio
Other Requirements
Required Languages
English – fluency required
Regional languages – preferred based on geographic assignment
Other Important Factors:
Willingness to cover shifts to manage various regions across the Globe
Willingness to travel to multiple countries as and when required for Business/BAU