Field Support Team Manager

**Purpose of the Job**:
The purpose of the Field Support Team Manager is to deliver on the execution of the field support service vision, ensuring that efficient and cost-effective solutions and processes are in place to address current to long-term business needs/requirements. This includes overseeing and determining timeframes for projects including system updates, upgrades, migrations, and outages, whilst managing and reporting on the allocation of the IT budget. This role promotes the field support service offering, playing a key role in managing relationships and expectations with relevant business stakeholders within divisions (i.e., the DFMs, DM's RM, RAMs, etc.) and vendors. The Field Support Team Manager leads a team that manages the execution of IT field support activities, providing a clear direction for the team deliverables and identifying opportunities for team training and skills advancement. This involves overseeing the overall execution of technical support services within a specified portfolio.

**Job Objectives**:
**Field support operations, stock and asset management and OCS compliance**:

- Provide leadership and direction to the field support teams on daily operations for end-to-end field support services.
- Ensure effective management of IT Hardware stock, putting guidelines for equipment handling and safekeeping in order to minimise shrinkage.
- Manage the procurement of network cabling stock, ensure shipping of equipment is on time, document details, and manage courier companies in terms of deliverable timelines.
- Manage company assets relating to company IT equipment/hardware and field support operations (i.e., staff laptops, vehicles, phones, etc.), and ensure staff has required tools, equipment, and protective clothing to complete function on site.
- Ensure that the building/site is compliant with Occupational Health and Safety requirements.
- Ensure that the field support teams adhere to company and regulatory requirements for health and safety such as wearing appropriate safety gear and use of appropriate equipment on site, where applicable.

**IT Field Support Strategy, Projects, and Change Management**:

- Develop and/or execute IT field support and overall team strategy and plans to drive efficient service delivery, ways of working, and resources allocation, including management of rollout projects and contingencies to provision IT technical support in various business operations (i.e., stores, home office, DCs, etc.).
- Develop and present proposals, updates, issues, and findings to senior management inclusive of suggestions, risk mitigation, cost-benefit analysis, and action plans.
- Research, document, and prepare business cases on appropriate technologies, processes, and resources to align with business strategies.
- Analyse and understand the current business environment and strategies, as well as trends and developments in the industry.
- Continuously review processes to maximize team and interoperation-wide efficiencies.
- Facilitate change management due to changing situational/organizational/market requirements.

**People Management**:

- Supervise Field Support Team leads in managing the end-to-end field support team delivery, including the team’s individual and collective performance.
- Ensure that the team is appropriately resourced, and members are equipped with the requisite skill set required for both current and future projects.
- Guide team leads and/or participate in the new staff requisition, recruitment, and onboarding processes.
- Ensure that team leaders provide leadership support to individual team members to ensure high motivation, performance, and team cohesiveness, whilst guarding against groupthink.
- Collaborate with HR People Partners to facilitate regular performance development conversations and drive agreed actions to support team members' growth as well as their contribution to the team and company culture. This includes training and development initiatives.
- Facilitate mentoring and coaching to the various field support teams, as required.
- Ensures that the team is aligned with the department and company strategy, including working towards achieving the strategy.
- Provide feedback or reports to the senior management team pertaining to overall team performance, BAU activities, field support rollouts, and relevant projects as per agreed frequency, timeline, and standard.

**Stakeholder and Vendor Management**:

- Drive communications and engagements with relevant business stakeholders within divisions, (i.e., the DFMs, DM's RM's, and RAMs, etc.), providing feedback on project progress and managing delivery expectations.
- Advise business stakeholders on IT hardware and support requirements.
- Provide regular reports to IT management on engagements regarding business stakeholders and vendors and escalate issues where necessary.
- Driving vendor to achieve set Service Level Agreements, including guiding and ensuring vendor compliance with