Job Description

CCS is seeking a highly experienced Field Service Delivery Manager to lead the management, coordination, and optimization of field service operations for Northwell OCIO projects and programs. The ideal candidate will be responsible for overseeing resource allocation, technician supervision, process improvement, and risk management within the field service environment. This role requires building strong relationships with clients, proactively identifying risks, and providing strategic guidance to ensure high-quality service delivery and customer satisfaction.

RESPONSIBILITIES:

• Client & Stakeholder Management:
  • Manage day-to-day client interactions, expectations, and satisfaction levels.
  • Communicate effectively with clients to understand needs, assess risks, and deliver solutions.
  • Develop and maintain trusting relationships to foster long-term partnerships.
  • Assist with inventory management at Northwell-owned storage facilities as needed.

• Operational Leadership & Communication:
  • Facilitate clear and effective communication within the field team, including regular status updates and issue escalation.
  • Lead and coordinate meetings with clients and internal teams to ensure alignment on project goals and deliverables.
  • Deliver engaging, well-organized presentations to clients, stakeholders, and executive management. 
  • Keep management informed of project status, risks, and mitigation strategies. 
  • Communicate sensitive or difficult information tactfully and professionally.

• Field Service & Team Management: 
  • Supervise, mentor, and coordinate technicians in the field to ensure efficient service delivery.
  • Oversee technician deployment, with a focus on maintaining a high technician deployment average (target ≥ 3.0).
  • Lead onboarding, training, and ongoing development for field technicians.
  • Support technicians with technical escalations and assist with high-visibility requests.
  • Ensure policies, procedures, and standards are followed, and recommend process improvements for field operations.
  • Review and refine current documentation to optimize field service execution.

QUALIFICATIONS:

• 3+ years’ experience managing field or technical operations in the IT sector.
• Strong understanding of LAN/WAN networking, wireless technologies, desktop deployments, virtualization, unified communications, and Microsoft technologies (highly desirable).
• Demonstrated ability to build relationships, lead teams, and manage client expectations in a fast-paced environment.
• Proven proficiency in managing technicians, project coordination, and process improvement.
• Excellent communication skills (verbal, written, presentation) and client management experience.
• Ability to work independently and proactively identify opportunities or issues.
• Proficiency in Microsoft Office Suite, MS Project, and related tools.
• Bachelor’s Degree preferred.
• Relevant certifications such as A+ and others are considered a plus.

SUCCESS MEASUREMENTS / EXPECTED OUTCOMES:

• Consistently maintain professionalism and operational efficiency within the field team.
• Ensure proactive issue resolution with technicians on the ground.
• Achieve and maintain a technician deployment average of ≥ 3.0.
• Reduce post-support requests to at least 3 per week within the first 6 months.
• Enhance client satisfaction and strengthen long-term client relationships through effective service delivery.

CCS is a leading technology consulting firm providing best in class solutions to our clients for over 45 years. Expressed simply in our tagline – Right People, Right Results, Right Careers! Our philosophy is, in fact, an obsession that drives our behavior, our culture and our work. It’s why we put tremendous emphasis on hiring individuals that embody the principles that align with our obsession. We continue to successfully provide network integration, support services, products solutions, and applications services to our valued clients in the northeast. Our focus is simple...our goal is to make technology easy and to help our clients use it as effectively as possible.

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