Field Service Operations Lead

DXC Technology Morocco

Ciudad de México

On-site

MXN 900,000 - 1,200,000

Full time

5 days ago

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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.