Field Services Team Lead/Manager

Field Services Team Lead/Manager

Summary

Location: Manchester Airport

Day Rate: Negotiable (INSIDE IR35)

Duration: 6 Months

Availability: ASAP

About the Client My client is the air transport industry's IT provider, delivering solutions for airlines, airports, aircraft and governments. Their technology powers more seamless, safe and sustainable air travel. They are looking to hire a Field Services Team Lead/Manager on an initial 6-month contract, with a view to convert to a permanent role.

About the Role

We are seeking a highly capable Field Services Team Lead/Manager to join our client on a 6-month initial contract basis, working on-site at Manchester Airport.

This role is key in delivering exceptional IT service support for customers, aligning with a newly defined Airport Support Model. Managing a team of 10-14 Field Service Technicians.

The successful candidate will lead service operations locally and regionally, ensuring optimal service delivery and fostering strong customer relationships. This position is expected to convert to a permanent role after the initial contract period.

Key Duties

Service & Customer Management:

• Act as the primary customer contact for service performance matters.

• Perform regular service performance reviews and SLA reporting.

• Coordinate service delivery during operational phases and manage escalations for service restoration.

• Own and drive Continual Service Improvement Plans (CSIP) through proactive analysis and trend monitoring.

Business Development & Commercial Support:

• Support revenue growth by identifying opportunities for additional services and contract renewals.

• Collaborate closely with Sales, Account Management, and SGS Territory teams.

• Ensure accurate billing of contracted and ad-hoc services; resolve billing and contractual issues.

Operational Leadership:

• Manage and develop local client service staff and third-party resources.

• Propose and implement new service offerings based on customer needs and capabilities.

• Provide bid support, contributing to competitive and cost-effective service solutions.

What we are looking for

Qualifications & Certifications:

• Bachelor's degree in IT, Telecom, Business, or equivalent.

• ITIL Foundation Certification.

• ITIL Service Management Certification.

• Experience with in-house certification programs.

Experience & Skills:

• Minimum 3 years in IT service delivery to internal/external clients.

• At least 2 years of management experience in a customer-facing role, ideally autonomous.

• Familiarity with the airline or air transport industry.

• Proven experience in complex, matrix-managed organizations.

• Strong service improvement and process orientation.

• Excellent communication, stakeholder engagement, and problem-solving skills.

Competencies:

• Customer Focus

• Service Excellence

• Team Leadership

• Business Acumen

• Change Management

• Continuous Improvement

Candidates must be willing to work 5 days per week on site at Manchester Airport.