Regional Field Operations Manager

Top IT Service Limited; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Top IT Service Limited is establishing a regional technical support hub in Kuala Lumpur to deliver localized ICT field services across Southeast Asia and beyond. The Regional Field Operations Manager will own the full service delivery lifecycle, building our freelance engineer network, pricing local opportunities for the sales team, and ensuring flawless field service execution through the FSM platform.

The role requires 5+ years in ICT services with at least 2 years in field operations or

Qualifications

• 5+ years in ICT services with 2+ years in field operations or service delivery.
• Strong knowledge of ICT infrastructure across networking, data center, and cabling.
• Experience coordinating field engineers across multiple SEA countries.
• Hands-on FSM platform experience (ServiceNow, Salesforce FSC, or equivalent).
• Fluent in English and Mandarin; additional SEA languages a plus.
• Experience in service-oriented companies such as IT consulting, SI, or software outsourcing.

Responsibilities

• Recruit, vet, and maintain a network of qualified local freelance ICT engineers across SEA countries, covering networking, data center hardware, and cabling.
• Provide fast, competitive cost estimates for local field support opportunities and develop pricing models by country and service type.
• Participate in pre-sales reviews to assess resource availability and delivery feasibility.
• Manage end-to-end work order execution via FSM: dispatch engineers, monitor progress, and resolve on-site issues.
• Ensure every job closes with a signed customer acceptance form.

Skills

ICT services

Field operations

Subcontractor management

Service delivery

Engineering coordination

English

Mandarin

Tools

ServiceNow

Salesforce FSC

Job description

We are establishing a regional technical support hub in Kuala Lumpur to deliver localized ICT field services across Southeast Asia and beyond. As the Regional Field Operations Manager, you will own the full service delivery lifecycle: building our freelance engineer network, pricing local support opportunities for our sales team, and ensuring every field service work order is executed flawlessly through our FSM platform.

Key Responsibilities

Recruit, vet, and maintain a network of qualified local freelance ICT engineers across SEA countries, covering network infrastructure (Cisco/Huawei/Juniper), data center hardware (servers, storage, UPS), and structured cabling/low-voltage systems. Build and maintain detailed engineer profiles in our FSM system with precise capability tagging.

Provide fast, competitive cost estimates for local field support opportunities. Develop standardized pricing models by country and service type to accelerate sales response times. Participate in pre-sales reviews to assess resource availability and delivery feasibility.

Work Order Coordination & Delivery

Manage end-to-end work order execution via FSM: dispatch the right engineer, monitor progress in real time, resolve on-site issues in coordination with remote technical support, and ensure every job closes with a signed customer acceptance form.

Requirements

5+ years in ICT services, with 2+ years in field operations, subcontractor management, or service delivery

Solid ICT infrastructure knowledge; able to assess engineer skills across networking, data center, and cabling domains

Experience coordinating field engineers across multiple SEA countries

Hands-on FSM platform experience (ServiceNow, Salesforce FSC, or equivalent)

Fluent in English and Mandarin; additional SEA languages a strong plus

Candidates must have proven working experience in service‑oriented companies, such as IT consulting firms, system integrators (SI), or software outsourcing agencies.