Field Team Manager

We are looking for a hands-on, operationally strong Field Team Manager to take ownership of ikeja's field operations from ticket creation through to completed customer visit. This role sits at the centre of our scheduling, planning and field execution functions - ensuring they work as one coordinated operation rather than separate silos.

You will directly manage the Scheduling Department and Field Team Controllers (FTCs) and hold end-to-end accountability for customer communication, SLA performance, planning quality and field execution across all active regions.

This is a role for someone who thrives on operational discipline, takes ownership of outcomes and understands that great service delivery starts with great planning. If things fall through the cracks between what was planned and what gets executed in the field, it's your job to find out why and fix it.

If this sounds like the kind of challenge you're built for, we'd love to hear from you.

Key Responsibilities

• Oversee the Scheduling Department and FTC structure as direct reports, owning end-to-end performance with accountability sitting at this role - not deferred downward.
• Own the customer journey from first contact through to completed visit - including calling, scheduling, updates, complaint resolution and SLA management.
• Manage time, attendance and capacity planning to ensure adequate coverage and operational efficiency.
• Ensure daily field work is planned, assigned and communicated before deployment begins, with realistic routes, balanced workloads and clear instructions.
• Monitor scheduling quality and intervene where planning is weak, incomplete or operationally unrealistic.
• Hold FTCs accountable for executing against the daily plan and maintaining active communication with field teams and support functions.
• Drive SLA performance and turnaround times, identifying at-risk tickets early and acting before service is impacted - maintaining oversight of unresolved, high-priority or service-sensitive tickets through to resolution.
• Manage and grow a network of external contractors to support field operations as needs evolve.
• Assign tickets to the right teams based on geography, priority and operational logic.
• Ensure administrative discipline across incident reports, tool and vehicle inspections, attendance, leave management and operational records.
• Audit ticket notes, customer updates and closure records to uphold documentation and communication standards across the operation.
• Maintain situational awareness of safety risks across operational areas, ensuring field deployment decisions account for known threats in high-risk zones.
• Enforce adherence to SOPs, safety protocols and professional communication standards across all channels.
• Provide leadership, coaching and performance management to build a culture of accountability and ownership across your teams.
• Identify and implement process improvements that increase efficiency, strengthen coordination and reduce avoidable failures.
• Provide operational continuity support to maintain service levels during periods of absence or pressure.

• Grade 12 / Matric (required); a relevant diploma or degree in operations management, business or a related field is advantageous.
• Minimum 3 to 5 years' experience in an operational management role involving field teams, scheduling, or service delivery.
• Demonstrated experience managing teams. 
• Experience in a ticket-based or SLA-driven operational environment is strongly preferred.
• Exposure to telecommunications, fibre, ISP or similar field service industries is advantageous.
• Willingness to work extended hours when operationally required.

Skills and Competencies

• Strong operational management ability with a focus on planning, coordination and end-to-end execution - from ticket creation through to service resolution.
• Proven ability to lead and hold multiple teams accountable across different functions.
• Excellent understanding of SLA-driven service environments and customer experience management.
• Ability to identify breakdowns between planning and execution and implement practical fixes.
• Strong planning and scheduling judgement, with the ability to allocate work in a practical, geographically sensible and operationally efficient manner.
• Clear, professional communicator across all channels - phone, email, WhatsApp and in person.
• Coaching mindset with the ability to develop team capability while maintaining performance accountability.
• Sound decision-making under pressure, balancing customer experience, SLA performance and field realities - including risk awareness when deploying teams in higher-risk environments.
• Strong administrative discipline and attention to detail.

• The opportunity to grow both in your personal and professional capacity.
• Health insurance and provident fund.
• Access to an online wellness platform, providing free and confidential support from licensed therapists.

How to apply:

To apply for this role, please submit your recent resume outlining your experience and qualifications.

Closing date: 30 April 2026

Should you not hear from us within 14 working days of the closing date, please consider your application unsuccessful.