About Our Practice Our Customer and Service Excellence practice sits at the intersection of business strategy, experience design and digital technology. Through a human-led, tech-powered approach we help our clients reimagine how they serve their customers and build the operating models, technology platforms and ways of working needed to deliver sustainable growth. Field Service Management is one of the fastest growing parts of our practice. Field operations are being reshaped by changing customer expectations, workforce constraints, the shift toward outcome-based commercial models, and a new generation of AI-enabled capabilities, from intelligent scheduling to predictive maintenance and field-worker copilots.
About the role
We’re looking for an experienced Field Service Management consultant to join us at Manager level. You’ll lead engagements across the full transformation lifecycle, from diagnostics and business case creation, through target operating model and future state blueprint design, implementation and adoption, combining deep domain expertise in field service operations with platform fluency. You’ll shape the outcomes our clients care about most: productivity, first-time fix, cost-to-serve, and customer and employee experience
What you’ll do
Lead field service transformation engagements across the full lifecycle, from diagnostics, business case development and strategy through to target operating model design, technology implementation and adoption
Shape designs across key field service capabilities, including work order management, scheduling and dispatch, mobile enablement, inventory, asset management and service analytics.
Translate business requirements into clear functional designs, user stories and fit-gap assessments.
Work closely with architects, developers and delivery teams to ensure high-quality implementation.
Lead client workshops, support testing, training and adoption, and help manage scope, risks, timelines and delivery quality.
Build trusted relationships with senior client stakeholders and communicate complex concepts clearly to non-technical audiences.
What we’re looking for:
Essential
Extensive consulting or industry experience, with a strong background focused on field service management
Deep understanding of field service operations, including scheduling, dispatch, mobile workforce enablement, parts and inventory and service performance.
Hands-on experience with one or more leading FSM platforms, such as Salesforce Field Service, Microsoft Dynamics 365 Field Service, ServiceNow FSM, IFS FSM/PSO, Oracle Field Service or ServiceMax.
Experience leading teams, managing stakeholders and delivering workstreams to time, cost and quality.
Strong analytical and problem-solving skills, with the ability to assess complex business challenges, structure ambiguous problems, and develop practical, evidence-based recommendations
Strong communication skills and credibility with senior client stakeholders.
Experience working across the project lifecycle, from presales and discovery through to implementation and adoption.
What you’ll receive from us:
No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.
We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.
