Job Description

Job Title: Field Operations Manager - FTTP Telecommunications
Location: Hybrid - Field Office-Based (Regional Coverage)
Department: Operations / Field Services
Reports To: Senior Operations Manager
Employment Type: Full-Time
About the Role
Filed Operations Managers are experienced, dynamic and passionate about leading and managing a team of Field Success Managers and field engineers delivering fiber broadband installation, maintenance, and fault resolution services. This role is critical to ensure safe, efficient, and high-quality operations across our fibre network.
As a Field Operations Manager, you will be responsible for overseeing daily field activities, ensuring performance targets are met, providing support and guidance to your team, and ensuring the delivery of exceptional service to customers and to the client as well as support to the Senior Operations team.
Key to success is achieving our client SLAs and KPIs - OTD completions to meet and exceed targets with minimal ELF and CANDIDs, as FOM, you will be responsible for driving the correct behaviors and practices to help the FSM's and field teams reach optimal performance.
Key Responsibilities

• Lead and manage a team of Field Success Managers and engineers across a defined geographical area.
• Ensure all work is delivered to quality, safety, and compliance standards, working with the health & safety team to address any non-compliance.
• Drive performance and productivity to meet KPIs including installation targets, first-time-right rates, and fault resolution times.
• Reduce ELF and monitor weekly stats implementing improvement plans where required.
• Monitor and review field engineer activity via job management systems and field visits.
• Provide regular coaching, performance feedback, and development plans for team members.
• Weekly and monthly reporting and feedback to SOMs and senior management teams on performance and results, with remedial actions plans for any underperformance.
• Coordinate resource planning, including Rota's, and allocation of tasks to Field Success Managers
• Act as a key contact for operational escalations and field-level problem-solving.
• Foster a culture of accountability, safety, and continuous improvement.
• Liaise with other departments including planning, logistics, customer support, and network build to ensure smooth delivery.
• Management of customer complaints, working closely with the Service Centre and Complaints Team to mobilize crews and ensure any work is undertaken to a satisfactory level and any substandard work is addressed.
• Complete monthly site visits with FSMs to encourage adherence to the Company Policy on dress code, and promote the company image i.e. company uniforms and clean and tidy work vehicles

Requirements
Essential:

• Proven experience managing teams in a field-based environment (ideally in telecoms).
• Strong technical understanding of fiber networks, FTTP/FTTH, and installation processes.
• Excellent leadership, communication, and organizational skills.
• Ability to analyze performance data and drive improvements.
• Strong skills in client management, planning, logistics, resource management and commercial controls.
• A strong commitment to health & safety compliance.
• Full UK driving license and willingness to travel across your area.

Desirable:

• Background as a field engineer in fibre telecoms.
• Experience with Openreach PIA infrastructure and associated accreditations.
• Management qualifications (e.g. ILM, NVQ Level 3/5 in Management).
• Familiarity with job management systems and reporting tools.

What We Offer

• Competitive salary plus company vehicle or car allowance
• Bonus structure linked to team performance
• Ongoing training and career progression opportunities
• Company pension, holidays, and other benefits
• A chance to be part of a fast-growing company at the heart of the UK's fibre rollout

Be a part of building Britain's full-fibre future. Lead from the front and help shape a high-performing field team delivering world-class connectivity.

Skills Required