Overview
Field Force Manager Jobs in Doha, Qatar at Starlink Qatar
The Field Force Manager (FFM) is responsible for leading and managing Enterprise Field Operations within a 24×7 Telecom Managed Services environment. The role is accountable for the end-to-end delivery of field services, ensuring operational excellence, contractual SLA/KPI achievement, workforce productivity, customer satisfaction, and continual service improvement. The successful candidate will lead Field Force Automation (FFA), Remote Hands Support (RHS), field dispatch operations, and service restoration activities while ensuring compliance with operational governance and service management best practices.
Key Responsibilities
- Lead end-to-end Enterprise Field Operations and Field Service Management.
- Manage Field Force Automation (FFA), Remote Hands Support (RHS), field dispatch, workforce scheduling, and work order management.
- Ensure timely installation, activation, maintenance, troubleshooting, and restoration of Enterprise ICT services.
- Manage field engineering teams to achieve contractual SLA and KPI targets.
- Coordinate field operations with Network Operations Centre (NOC), Service Delivery, Service Assurance, Technical Support, OEMs, and third‑party vendors.
- Drive operational excellence through effective resource planning, workforce optimization, and continual service improvement initiatives.
- Ensure compliance with operational procedures, service governance, safety standards, and quality requirements.
- Monitor operational performance, customer satisfaction, and field productivity through regular reporting and KPI reviews.
- Lead Root Cause Analysis (RCA) and implement corrective and preventive actions for recurring operational issues.
- Participate in service governance meetings and operational reviews.
Mandatory Qualifications
- Bachelor’s Degree in Telecommunications, Information Technology, Engineering, Computer Science, or a related discipline.
Mandatory Experience
- Minimum 10 years of experience within the Telecommunications industry, with a strong focus on Enterprise ICT Managed Services.
- Minimum 5 years of experience in a Field Force Manager, Field Operations Manager, or equivalent leadership role.
- Mandatory experience working with a Tier‑1 Telecommunications Operator or a leading Telecom Managed Services Provider.
- Proven experience managing 24×7 Enterprise Field Operations within an SLA‑driven managed services environment.
- Demonstrated experience leading large multidisciplinary field engineering teams supporting enterprise customers.
Mandatory Technical Experience
- Field Force Automation (FFA) platforms.
- Remote Hands Support (RHS) operations and coordination.
- Field Dispatch Management.
- Workforce Scheduling and Resource Planning.
- Work Order Management.
- Enterprise Installation, Commissioning, and Service Activation.
- Preventive and Corrective Maintenance.
- Incident Management and Service Restoration.
- Service Assurance.
- SLA & KPI Management.
- Vendor and OEM Coordination.
- Root Cause Analysis (RCA).
- Operational Governance.
- Coordination between NOC, Service Delivery, Technical Support, and Field Operations teams.
Strong technical understanding of: MPLS, SD‑WAN, Enterprise WAN, Internet Services, Fiber Networks, Last Mile Connectivity, Enterprise Routing & Switching, Managed Network Services, and Enterprise ICT Infrastructure.
Experience with enterprise ITSM platforms such as Open Text Service Manager, Oracle Siebel, or equivalent is highly desirable.
Mandatory Certifications
- ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL).
- Project Management Professional (PMP) certification.
- Strong leadership and people management.
- Customer‑focused with excellent stakeholder management skills.
- Excellent communication and presentation abilities.
- Strong analytical and problem‑solving capabilities.
- Ability to manage mission‑critical operations within a 24×7 environment.
- Ability to drive operational excellence and continual service improvement.
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Title: Field Force Manager
Company: Starlink Qatar
Location: Doha, Qatar
Category: