Global Field Services Manager

Role Title Global Field Services Manager

Reports To Head of Technology Services, Operations & Security

Location Mumbai Malad, India

Role Overview

The Global Field Services Manager is responsible for leading two core functions: Local EUC and EUC Services. Local EUC provides onsite and regional technology support across corporate offices, retail locations, airport sites, vaults, data centre locations and other operational environments. EUC Services acts as the third-line, centrally managed EUC capability, responsible for workstation endpoint, OS hardening, patching, software deployments, mobile device management, device lifecycle management, endpoint compliance and other centrally controlled EUC services.

The successful candidate will provide strong operational leadership across both functions, ensuring that onsite support and centrally managed EUC services are responsive, secure, consistent and aligned to global IT design standards. The role will work closely with Global Service Delivery, Network Operations, Infrastructure, Security, Retail Operations, Facilities, Change Management, vendors and country leadership teams to ensure local and central EUC services remain stable, supportable and fit for business use.

Experience and Skills Required

Essential Experience

• Significant experience leading field services, Local EUC, deskside support, EUC engineering, workplace technology or regional IT support functions in a complex multi-site organisation.
• Proven experience managing geographically distributed teams across multiple countries, regions or time zones.
• Strong understanding of retail technology support, corporate workplace technology, endpoint lifecycle management, local infrastructure support and centrally managed EUC services.
• Experience leading or working closely with a third-line EUC capability responsible for endpoint engineering, OS hardening, patching, software deployments, MDM, endpoint compliance and technical escalation.
• Experience operating within ITIL-aligned incident, request, problem, change and service transition processes.
• Strong knowledge of Microsoft 365, Windows/MacOS endpoint environments, mobile device management, endpoint deployment, collaboration tools and workplace technologies.
• Experience managing operational performance through KPIs, SLAs, service reviews, governance forums and continuous improvement plans.
• Demonstrable experience supporting business-critical sites, including retail, airport, branch, vault, warehouse, operational or customer-facing environments.
• Experience working in a global, matrixed, multi-vendor technology environment.
• Strong stakeholder management skills, including the ability to influence senior business, technology and regional leaders.

Qualifications and Certifications

• Bachelors degree in Information Technology, Computer Science, Engineering, Business Information Systems or equivalent professional experience.
• ITIL certification is strongly preferred.
• Relevant Microsoft, endpoint management, service management, project delivery or leadership certifications are advantageous.
• Additional qualifications in IT asset management, cyber security, Lean, Agile, Prince2, COBIT or SIAM are desirable.