Field Service Manager

DXC Technology Morocco; Ciudad de México; On-site; MXN 900,000 - 1,200,000; Full time

Job summary

DXC Technology Morocco is seeking a seasoned Field Service Operations Lead to oversee regional field technicians, optimize dispatch, and ensure coverage and SLA adherence across multiple locations. You will coordinate teams, monitor KPIs, manage escalations, and collaborate with Technical Support, Operations, Service Desk and Customer Service to deliver reliable IT services and continuous improvement.

Fluency in Spanish and English is required; the role emphasizes leadership, planning, and

Responsibilities

• Lead and supervise teams of field technicians distributed across wide geographic areas.
• Manage and optimize the dispatch process, coordinating technician assignments based on location, availability, technical skills, priorities, and service requirements.
• Plan and manage geographic coverage to ensure timely and efficient response to service requests.
• Monitor compliance with Service Level Agreements (SLAs), response times, incident resolution, and team productivity.
• Manage critical situations, escalations, and changes to daily schedules, ensuring service continuity.
• Collaborate with Technical Support, Operations, Service Desk, Incident Management, and Customer Service teams.
• Analyze Key Performance Indicators (KPIs), identify improvement opportunities, and implement corrective actions.
• Develop and strengthen team capabilities through performance monitoring, training, and ongoing coaching.
• Maintain effective communication with clients, internal teams, and stakeholders in both Spanish and English.
• Drive continuous improvement initiatives related to resource allocation, operational coordination, and technology service delivery.

Job description

Job Description

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace. Our DXC Modern Workplace services enables customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.

ABOUT THIS ROLE

Lead and coordinate field service operations, ensuring the efficient assignment of technicians, adequate geographic coverage, and compliance with service levels established with clients.

Key Responsibilities

• Lead and supervise teams of field technicians distributed across wide geographic areas.


• Manage and optimize the dispatch process, coordinating technician assignments based on location, availability, technical skills, priorities, and service requirements.


• Plan and manage geographic coverage to ensure timely and efficient response to service requests.


• Monitor compliance with Service Level Agreements (SLAs), response times, incident resolution, and team productivity.


• Manage critical situations, escalations, and changes to daily schedules, ensuring service continuity.


• Collaborate with Technical Support, Operations, Service Desk, Incident Management, and Customer Service teams.


• Analyze Key Performance Indicators (KPIs), identify improvement opportunities, and implement corrective actions.


• Develop and strengthen team capabilities through performance monitoring, training, and ongoing coaching.


• Maintain effective communication with clients, internal teams, and stakeholders in both Spanish and English.


• Drive continuous improvement initiatives related to resource allocation, operational coordination, and technology service delivery.

Job Requirements

• Proven experience leading teams of field technicians or operational personnel distributed across multiple geographic locations.


• Experience coordinating technical services, managing dispatch operations, scheduling technicians, or allocating field resources.


• Fluency in both Spanish and English, spoken and written.


• Experience in IT service operations, technical support, technology equipment maintenance, or managed services.


• Knowledge of ticketing systems, incident management tools, work order management, and service scheduling platforms.


• Experience monitoring SLAs, KPIs, productivity, and response times.


• Strong leadership, organizational, planning, and problem-solving skills.


• Ability to manage multiple priorities in dynamic, high-demand environments.


• Excellent communication, coordination, and decision-making skills.

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship. At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com.