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IT Field Service Manager
Breedon Group Plc
Leads a Field Service engineering team across a geographical region, providing technical support and leadership for the services & systems within the Workplace Service team.
16d ago
£46,300
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Derby, England, United Kingdom
Office Full-Time
Company Size
4,900 Employees
Service Specialisms
Aggregates
Asphalt
Ready‑mixed concrete
Cement
Bitumen
Contract surfacing
Highway maintenance
Block paving
Sector Specialisms
Infrastructure
Housebuilding
Roads
General Construction
Surfacing Solutions
Highway Maintenance
Traffic Management Services
Agricultural Nutrition
Role
What you would be doing
resource planning
site roll-out
support tickets
service catalogue
documentation
team management
- Assist the Workplace Services Manager with resource planning to ensure accurate and timely project delivery, while continuing to meet the demand of the business’ daily support services, including overtime, out-of-hours support and third-party resource.
- Managing the efficient resolution of all support tickets that are raised, ensuring compliance with SLAs and providing key metrics to the Workplace Services Manager and monitoring the outcomes for effectiveness, providing the end user with the tools to allow them to get value out of the systems.
- Oversee the management and supporting the roll-out of new sites, either through acquisitions or organic growth.
- Ensure systems, services and activities of the team align with technical and operational standards, escalating exceptions as necessary.
- Maintains Customer Satisfaction/engagement training.
- Working in conjunction with the peer Field Service Managers and Workplace Services Manager, to assist in defining the service catalogue for the WPS tower.
- Produce and maintain relevant technical documentation and SOPs within Workplace Services.
- To attend regular business management meetings, translating business requirements into deliverable improvements that provide both cost savings and elevated user experience.
- Motivating and mentoring team members with effective delegation and continually managing performance through regular reviews.
- Manage the escalation process to third party support partners.
- Handling complaints and escalations with professionalism, discretion and tact.
- Provide structured reporting and alerting on all aspects of service performance, both technical and operational/service quality, using to drive continuous service improvement.
- Ensure team adherence to wider BTS policy, process and procedure.
- Proactively support company compliance with Health & Safety legislation as well as adhering to Company standards in line with Company polices, processes and practices, including the undertaking of risk assessments as appropriate to ensure everyone goes home safe and well.
- Setting realistic deadlines and expectations with measurement through SLAs and KPIs.
- Work closely with the IT Security team to manage the implementation of necessary security technology and configurations across services.
- Keeping up with emerging and cutting-edge technology and adapting to changes in systems or processes.
- Act as a point of escalation for service issues, working closely with IT Business Partners and BTS Service Tower Leads to manage and handle any escalations or complaints.
- Contribute and support the development of the wider Workplace Services strategy and future plans.
- Deliver a proactive support service, ensuring structured operational practices are maintained.
- Managing multiple projects simultaneously.
- Support the Workplace Services Manager with work on strategic technology initiatives and plans.
- Mediating disputes within the team or with users while maintaining a positive and collaborative environment.
- Managing and supporting the assigned team of Field Support Engineers and Principal Field Support Engineers. Including skills gap analysis, training and continuous development to ensure consistent and high-quality delivery across the team and the wider WPS teams.
- Lead the team in problem management and major incident management activities as necessary, including activities such as root cause analysis, complex troubleshooting and trend analysis.
- Making informed decisions under pressure while prioritising incidents and service requests.
- Align support operations with business goals and identify opportunities for improvement or automation.
What you bring
team leadership
multi-site support
customer service
networking infrastructure
itil qualifications
prince2 foundation
- Formal Team Management and Leadership training.
- Previous in-depth experience of providing technical field support across a multi-site organisation.
- Customer service orientated mindset, ensuring high levels of end user and business satisfaction.
- Relevant technical\managerial accreditations across Desktop Support, Networking and Infrastructure A Technical Computer Science Degree, Higher Education qualification or extensive business technical experience.
- Relevant ITIL Qualifications beyond Foundations.
- Flexible and willing to travel across a region and nationally as required, in line with role requirements, which may include overnight stays at short notice.
- Ability to prioritise workload, flexible in approach to problems and use own initiative to achieve results.
- Prince2 Foundation level or Higher.
- Outstanding communication and interpersonal skills, communicating at all levels with professionalism, confidence, empathy and effectiveness.
- Discount Scheme
- Contributory Pension Scheme
- Car or Car Allowance
- Volunteer Scheme
- Enhanced Maternity, Adoption & Paternity Scheme
- Free on-site Parking
- 25 days holiday plus bank holidays
- Holiday Buy Scheme
- Life Assurance
- Share Save Scheme
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- health & safety legislation compliance
- adherence to company policies, processes and practices
Company
Overview
£1.6B Revenue
Annual Revenue
Generated from a diverse range of operations including quarries, asphalt, concrete, and cement plants.
£270M EBITDA
Annual EBITDA
Reflects the company's strong profitability and operational efficiency across its core businesses.
- Born from centuries‑old quarrying at Breedon on the Hill, the group surged into modernity after 2008, reshaping UK and Irish markets through savvy acquisitions.
- With a vertically‑integrated model, it pulls raw aggregates straight through to finished products and surfacing services, serving projects across infrastructure, housing and industrial sectors.
- In recent years its strategic beachhead in the US—through the acquisition of BMC and Lionmark in Missouri—has positioned it for North American growth.
- Typical projects range from major roadworks and airport surfacing to residential foundations and industrial flooring.
- Standout products include its flagship Golden Amber Gravel (a Royal‑Warranted driveway gravel) and specialist speedway shale used on international tracks.
- Safety: We place safety at the heart of everything we do.
- Customer Focus: We strive to deliver the highest standards of service.
- Integrity: We are honest, transparent, and fair in all our dealings.
- Excellence: We aim to deliver excellence in everything we do, from quality to customer service.
- Teamwork: We work together, supporting and valuing each other’s contributions.
2050 Net Zero
Carbon Neutrality Target
Aims to achieve net zero emissions across all operations by 2050.
- Implementing energy-saving initiatives and technologies across operations.
- Continuously working on reducing carbon emissions across all facilities.
- Committed to reducing waste through recycling and waste management programs.
- Focus on using sustainable materials and reducing the environmental impact of products.
- Gender Representation: Focus on improving gender diversity across the company.
- Leadership Development: Promoting equal leadership opportunities for all employees.
- Inclusive Culture: Encouraging a workplace that respects diverse viewpoints and backgrounds.
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