Field Service Manager

DXC Technology Morocco; Ciudad de México; Sur place; MXN 500 000 - 700 000; Plein temps

Résumé du poste

DXC Technology Morocco is seeking a seasoned leader to head field service operations, coordinating technicians and ensuring strong geographic coverage in support of client SLAs. You will supervise distributed teams, optimize dispatch, plan coverage, and monitor KPIs.

Fluency in Spanish and English is required, with clear communication to clients and internal teams across regions. Join a global services environment focused on delivering reliable IT support, incident management, and proactive

Qualifications

• Proven experience leading field technician teams across multiple locations.
• Experience coordinating technical services and dispatch operations.
• Fluency in Spanish and English, both speaking and writing.
• Experience in IT service operations or managed services.
• Familiarity with ticketing and incident management tools.

Responsabilités

• Lead and supervise dispersed field technician teams across wide geographic areas.
• Coordinate dispatch and technician scheduling to meet service requirements.
• Plan and manage geographic coverage for timely response to service requests.
• Monitor SLAs, KPIs, productivity, and response times.
• Drive continuous improvement in resource allocation and service delivery.
• Communicate with clients and internal teams in Spanish and English.

Connaissances

Team leadership

Dispatch operations

Geographic coverage

Bilingual Spanish/English

IT service operations

Outils

Ticketing systems

Incident management tools

Work order management

Service scheduling platforms

Description du poste

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.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.More information on employment scams is available here .