Field Services manager

Lead the people who keep a global business moving.

When technology stops, the impact is immediate. A store cannot serve its customers. A distribution centre loses momentum. A colleague cannot do their job.

This is your opportunity to lead the teams that get them moving again, and build the capability that helps prevent the next disruption.

Milestone IT is partnering with a large organisation to appoint a Service Desk and Field Services Manager with global responsibility across retail, distribution centre and corporate environments.

Why this opportunity deserves your attention If you take pride in developing capable teams, improving customer experience and seeing your decisions make a measurable difference, this role offers the scope to do all three.

Reporting to the Head of IT Operations and Store Delivery, you will lead through the Service Desk Manager and designated Field Services leaders and team members. You will shape how support is delivered across regions, strengthen internal and external partnerships, and ensure the function can grow with the business.

Your remit extends across people, service performance, budgets, vendors and improvement projects. You will have the opportunity to turn recurring frustrations into better processes and help your teams deliver a service they are proud of.

Where you will make your mark

• Build a team people trust. Coach leaders, develop technical capability and create clear expectations that give people the confidence to take ownership.
• Make support work across borders. Strengthen coverage, workforce planning and escalation pathways across geographically dispersed locations and a 24/7 operating environment.
• Raise the standard of service. Use performance data and customer feedback to improve responsiveness, resolution quality and the experience of getting help.
• Turn improvement into lasting change. Drive automation, self-service and knowledge sharing that reduce repeat issues and make support easier to access.
• Get more from delivery partners. Hold providers accountable for service quality, contractual commitments and commercial value.
• Own the operational picture. Manage budgets, forecasts, capacity and risk, making sound decisions when priorities compete.
• Deliver change that is ready for the real world. Lead service improvement initiatives and ensure new services enter business-as-usual support with the training, knowledge and resources they need.

The experience you will bring You are an experienced IT support or service delivery leader who understands that strong operational results start with capable people, clear accountability and practical decisions.

You will bring:

• Approximately 10–15 years or more of relevant experience in complex, multi-site IT support or service delivery, including demonstrated people leadership.
• A track record leading Service Desk and/or Field Services operations across dispersed locations.
• Experience with global or multi-region support models, third-party providers and matrix reporting structures.
• Confidence owning operational budgets, forecasting expenditure and managing vendor performance.
• Strong working knowledge of IT service management, including incidents, requests, escalations, knowledge management and service improvement.
• Experience delivering cross-functional projects through implementation, operational readiness and sustained adoption.
• The ability to remain calm under pressure, communicate clearly and bring people together to resolve difficult issues.

Experience in retail, distribution or similarly demanding environments will be valuable. ITIL 4, ServiceNow and Knowledge Centred Service experience are also highly regarded. Relevant tertiary qualifications or equivalent industry experience will be considered.

Bring your leadership to a role with visible impact You know the difference a well-led support team makes. This is an opportunity to apply that experience across a global operation, develop the next layer of leaders and improve the working day for the people who rely on your service.

Apply now with your CV, or contact Milestone IT for a confidential conversation.

The role supports a 24/7 business and carries responsibility for appropriate leadership and escalation coverage. Travel between sites and regions may be required, and a current driver’s licence is essential.