Head of Field Operations Planning

Job Title

Director – Field Services Demand, Workforce Planning & Global Resource Optimisation

Division / Tower

Field Services (FS) Tower

Function

Demand & Forecast Management / Workforce Optimisation

Location

Chennai, India (Global Remit)

Reports To

Head of Field Services / VP – Field Services

Employment Type

Full-Time, Permanent

Global Scope

Americas, EMEA & APAC

Travel

Up to 20% (international travel as required)

About Teceze

Teceze is a global technology services company delivering end-to-end IT solutions across digital workplace services, IT infrastructure, wireless, data centre, field services, and managed services. The Field Services Tower is a mission-critical business unit providing on-site engineering support—including break-fix, IMAC, smart hands, deployments, and technology lifecycle services—to enterprise clients across the Americas, EMEA, and APAC. As the FS Tower scales globally, the ability to accurately forecast demand, optimise the field engineering workforce, and build intelligent coverage models is paramount to operational excellence and profitability.

Key Responsibilities

1. Demand & Forecast Management – FS Tower • Own the end-to-end demand forecasting engine for the Field Services Tower, translating sales pipeline, contract renewals, seasonal patterns, and client growth trajectories into accurate short-term (30/60/90-day), medium-term (quarterly), and long-term (annual) workforce demand forecasts. • Build and maintain demand planning models that integrate data from CRM (Salesforce), ITSM (ServiceNow), workforce management tools, and financial planning systems to generate rolling forecasts with high accuracy. • Collaborate closely with Sales, Pre-Sales, and Account Management teams to obtain early visibility into new deals, expansions, and contract renewals that will impact field engineering demand. • Develop demand sensing capabilities to detect and respond to real-time shifts in ticket volumes, project ramp-ups, technology refresh cycles, and ad-hoc client requirements. • Produce weekly and monthly demand vs. capacity reports with gap analysis, risk indicators, and recommended actions for leadership review. • Establish demand governance forums—conducting regular demand review meetings with Sales, Delivery, Finance, and HR stakeholders to align on forecast assumptions and resource commitments. • Track forecast accuracy metrics (MAPE, bias) and continuously refine models to improve predictive reliability. 2. Backfill Engineer Management • Design and manage a comprehensive backfill management framework to ensure uninterrupted client service delivery during planned absences (leave, training, rotation) and unplanned events (attrition, illness, emergencies). • Maintain a ready pool of pre-qualified, pre-vetted backfill engineers across all regions (Americas, EMEA, APAC), segmented by skill set, certification level, security clearance, and geographic proximity. • Define backfill SLAs—including maximum response time to deploy a replacement engineer—aligned to client contractual requirements and internal service standards. • Develop automated trigger mechanisms within workforce management systems that initiate backfill processes the moment a resource gap is identified, minimising manual intervention and response lag. • Build relationships with strategic staffing partners and sub-contracting agencies in each region to supplement the internal backfill bench with reliable external capacity. • Track and report backfill utilisation rates, time-to-fill metrics, and cost-per-backfill to ensure financial efficiency and continuous improvement. • Conduct regular backfill readiness audits to validate bench strength, skill currency, and deployment preparedness across all geographies. 3. Optimisation & Efficiency of Global Field Engineer Pool • Drive the continuous optimisation of the existing global field engineering workforce to maximise utilisation, minimise idle time, and reduce cost-to-serve while maintaining or improving service quality. • Develop and track key efficiency metrics including engineer utilisation rate, tickets-per-engineer, travel time ratio, first-visit-completion rate, and cost-per-dispatch across all regions. • Implement intelligent scheduling and dispatch optimisation—leveraging geographic proximity, skill matching, workload balancing, and route optimisation algorithms to improve operational throughput. • Identify and eliminate inefficiencies such