Field Service Systems Lead

TL;DR

Field Service Systems Lead (Logistics/Operations): Supporting the Work Manager Ops function by providing leadership, governance, and data-driven insights to optimize field capacity planning and work allocation. Focus on standardizing booking practices, conducting root cause analysis on operational issues, and ensuring accurate reporting to drive strategic decision-making.

Location: Must be based in Sheffield, UK

Company

BT Business is a B2B powerhouse serving 1.2 million customers in the UK, providing secure connectivity and collaboration platforms for businesses of all sizes.

What you will do

• Collaborate with Change Champions to provide necessary data for operational improvements.
• Conduct root cause analysis on issues reported by field, management, and control teams.
• Implement in-house fixes and raise incidents for technology-related issues beyond immediate control.
• Support both onshore and offshore teams in resolving operational incidents.
• Assist other lines of business in resolving cross-platform issues.
• Standardize booking practices for engineers and managers to ensure accurate capacity planning.

Requirements

• Mandatory: Experience in MIS or reporting roles.
• Mandatory: Proven experience in complex decision-making, problem analysis, and risk evaluation.
• Strong ability to manipulate, interrogate, and analyze data to present coherent recommendations.
• Ability to build and execute operational plans that deliver on cost, quality, and customer service.
• Highly numerate with an understanding of financial reporting and cost/revenue improvement opportunities.
• Ability to process complex ideas and think logically.

Nice to have

• Experience managing third-party relationships.
• Experience managing large, disparate teams spread across large geographic areas.
• Proven ability to execute plans under difficult circumstances and resolve conflict.

Culture & Benefits

• Opportunity to work within a diverse and multi-skilled team at a major UK organization.
• Commitment to diversity, inclusion, and digital inclusion initiatives.
• Focus on innovation and professional development opportunities.
• Impactful work supporting millions of businesses daily.