At a Glance
- Tasks: Lead global Field Support Services and ensure top-notch end-user support.
- Company: Join Wipro, a top employer committed to diversity and inclusion.
- Benefits: Enjoy competitive salary, generous benefits, and exciting career growth.
- Other info: Mentor teams and drive transformation initiatives in a fast-paced setting.
- Why this job: Make a real impact in a dynamic environment with global reach.
- Qualifications: Experience in Field Support and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
The Tower Manager – Field Support Management (Service Delivery Lead – L3) is responsible for leading global Field Support Services across APAC, EMEA, and Americas. This role combines strategic leadership, L3 technical expertise, vendor management, and business ownership, ensuring high-quality end-user support, SLA adherence, and continuous transformation aligned.
Key Responsibilities
- Lead and manage global Field Support Services tower across APAC, EMEA, and Americas
- Provide leadership to regional leads and managers, who will report into this role
- Ensure SLA/KPI adherence and drive improvements in CSAT/XLA globally
- Act as the primary escalation and governance point for major incidents and critical issues
- Provide L3 escalation support for complex enterprise issues where required
- Manage UK client stakeholders and ensure strong business alignment and relationship management
- Own vendor management, including performance, delivery quality, and contractual compliance
- Drive financial governance, including budgeting, cost optimization, and resource planning
- Lead and execute transformation initiatives (Smart Centers, proactive support model, AI/automation, virtual support)
- Drive global standardization of processes, tools, and operating models
- Oversee asset lifecycle, stock management, and CMDB accuracy across regions
- Collaborate with Service Desk, EUC, Network, and Security teams for end-to-end service delivery
- Mentor and develop teams, ensuring capability uplift and leadership pipeline
- Lead governance, reporting, and QBR reviews with senior leadership
Qualifications
- Proven experience in Field Support / EUC services
- Proven experience managing global operations and distributed teams (APAC, EMEA, Americas)
- Strong background in service delivery leadership, vendor management, and client engagement (UK/Global)
- Expertise in enterprise IT environments (Windows, O365, endpoint support, networking basics)
- Strong understanding of financial management, budgeting, and cost control
- Excellent leadership, communication, and stakeholder management skills
Wipro is an exciting organization to work for. We ranked as a “Top Employer” as part of the Top Employer Institute annual listings. We were assessed on several key HR practices including Diversity and Inclusion.
Benefits: You will receive a competitive salary, a generous benefits package, training, and development, as well as an exciting career within a fast paced and dynamic business. Your benefits include Contributory pension of up to 5%, Extra holiday purchase, 4x life insurance policy, Private medical insurance (50).
Equal Opportunities: Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.
Field Service Manager in London employer: Wipro
Wipro is an exceptional employer, offering a dynamic work environment in London that fosters growth and innovation. With a strong commitment to diversity and inclusion, employees benefit from a competitive salary, generous benefits package, and extensive training opportunities, ensuring a rewarding career path. The company's focus on leadership development and global collaboration makes it an ideal place for professionals seeking meaningful and impactful work.
StudySmarter Expert Advice🤫
We think this is how you could land Field Service Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that Field Service Manager role.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. We want you to show them that you’re not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your answers to common interview questions, especially those related to service delivery and vendor management. We suggest doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and engaged in the process.
We think you need these skills to ace Field Service Manager in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Field Service Manager. Highlight your experience in managing global operations and service delivery leadership, as these are key for us.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your leadership skills and how you’ve driven improvements in CSAT/XLA. We want to see your personality and passion for the role.
Showcase Relevant Experience:When detailing your work history, focus on your proven experience in Field Support and vendor management. We’re looking for specific examples that demonstrate your expertise in enterprise IT environments.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Wipro.
How to prepare for a job interview at Wipro
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around enterprise IT environments like Windows and O365. Be ready to discuss your experience with service delivery leadership and vendor management, as these are key aspects of the role.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in managing global operations and distributed teams. Think about times when you've driven improvements in CSAT or handled major incidents, as these will resonate well with the interviewers.
✨Understand the Business
Familiarise yourself with Wipro's values and their commitment to diversity and inclusion. Being able to articulate how you align with their culture and how you can contribute to their goals will set you apart from other candidates.
✨Ask Smart Questions
Prepare insightful questions about the company's transformation initiatives and how they plan to drive global standardisation. This shows your genuine interest in the role and helps you gauge if the company is the right fit for you.
