Position: Field Services Operations Manager

Location: Perth, WA

Duration: 3 months

Position Summary The Field Services Operations Manager is accountable for operational governance, workforce planning, service performance, talent management, logistics coordination, and strategic workforce capacity. The role ensures the right people are in the right place at the right time, delivering safe, efficient, and high-quality services while supporting future business growth and operational excellence.

Lead Field services personnel and TechZone support teams delivering critical IT support services across oil and gas operational environments and corporate offices. This role ensures the availability, reliability, and performance of end-user devices, operational technology (OT) interfaces, and business-critical IT infrastructure supporting upstream, midstream, and downstream operations

Required Qualifications

- Minimum 10–15 years of IT operations and support experience.
- Minimum 10 years of people management experience.
- Experience supporting large enterprise assets for Oil & Gas environments including awareness of operational technology (OT) environments.
- Experience managing geographically dispersed teams.
- Robust understanding of ITIL Service Management disciplines.
- Experience in workforce planning, field resource scheduling, logistics coordination, and capacity management.

Service Delivery Management

- Lead daily operations of Field Services and TechZone support teams across multiple assets and office locations
- Ensure delivery of IT services meets contractual SLAs, KPIs, and operational performance targets.
- Provide governance and oversight to the track leads, monitor support performance,



ticket queues, service backlogs, and resource utilization.
- Drive continuous service improvement initiatives to enhance support quality and efficiency.
- Ensure operational readiness for 24x7 production and business-critical environments.
- Manage service transition activities for new projects and technology deployments.
- Drive workforce planning and talent development initiatives to maintain resource capacity across operational tracks
- Accountable for operational governance across Field Service TechZone processes in Incident, Problem, Change, and Knowledge Article management to ensure compliance with overall Service Management strategy.

Critical Operations Support

- Coordinate IT support for control centres, operations rooms, and critical field locations.
- Oversee support activities for:
- End-user computing devices
- Connected IT systems
- Operational control room workstations
- Hardware asset management
- Oversee onsite support delivery across assets and corporate offices.
- Ensure effective dispatching and utilization of Field Service Engineers.
- Ensure compliance with site access procedures and safety regulations.

Provide support for major incidents impacting Field Services systems and coordination as required.

TechZone Operations Management





- Provide oversight and governance for TechZone facilities and walk-in support centres.
- Ensure efficient handling of user requests, hardware deployments, and equipment replacements.
- Maintain high levels of customer satisfaction and first-contact resolution.
- Conduct reporting of TechZone trends and insights in activities and provide recommendations to improve where required.
- Drive continual improvements in TechZone processes, knowledge management, or customer experience.

1. Ensure management of equipment required for support, spares, and vendor supported hardware activities.

Stakeholder & Customer Management

- Establish strong relationships with customer management and business stakeholders.
- Act as the primary operational contact for service delivery matters.
- Conduct regular operational review meetings.
- Present service performance reports and improvement plans.
- Manage customer escalations and service improvement initiatives.
- Support executive and VIP user requirements.

People Leadership

- Lead, mentor, and develop Field Service Engineers and TechZone personnel.
- Define objectives and performance expectations.
- Conduct performance reviews and career development discussions.
- Manage workforce planning and shift scheduling.
- Ensure adequate operational coverage including after-hours support.
- Promote a high-performance and customer-focused culture.
- Own operational capacity planning, workforce forecasting, travel scheduling, roster management and field resource allocation to ensure productive utilisation of resources across assets, projects, campaigns and BAU support activities.

📌 Operations Manager – Field Services & TechZone Operations (Perth)
🏢 Burgeon IT Services
📍 Perth