Group Lead: Field Services at The Coca-Cola Company

Key Purpose:

• To define and execute the Field Services strategy, operating model and roadmap across Africa, delivering consistent, responsive and high-quality onsite support, End User Computing and workplace technology services that improve employee productivity and digital experience.

Key Duties & Responsibilities    
Key Outputs and Accountabilities include, but not limited to:

• Field Services Strategy & Service Ownership: Define and execute the field services strategy, operating model and roadmap to deliver consistent, business-aligned support services across Africa.
• Field Services Operations Excellence: Lead onsite support services across offices, plants, warehouses and distribution centres, ensuring reliable, responsive and high-quality technology support.
• End User Computing & Workplace Enablement: Manage workplace technologies, end-user devices and support services that enhance employee productivity, collaboration and digital experience.
• Service Management & Operational Governance: Ensure effective service delivery through robust governance, SLA management and support for Incident, Request, Problem, Change and Escalation processes.
• Vendor & SIAM Management: Manage outsourced service providers and vendors, ensuring performance, accountability and alignment to business and operational requirements.
• Productivity & Digital Enablement: Drive automation, self-service and digital adoption initiatives that reduce technology-related disruptions and improve workforce productivity.
• Financial & Commercial Management: Manage budgets, contracts and service costs while identifying opportunities to optimise operational expenditure and maximise value delivery.
• Multi-country Service Leadership: Provide leadership across multiple African markets, driving standardisation, operational consistency and continuous service improvement.
• Stakeholder Engagement & Business Partnership: Build strong relationships with business leaders and operational stakeholders, ensuring field services remain aligned to business priorities and user needs.
• Team Leadership & Capability Development: Develop high-performing support teams and foster a culture of accountability, customer focus, operational excellence and continuous improvement.

Skills, Experience & Education    
Qualifications:

• Bachelor’s Degree in Information Technology, Information Systems or related discipline.
• Postgraduate qualification advantageous.
• ITIL 4 Foundation or Managing Professional.
• Microsoft Modern Workplace certifications advantageous.
• Service Management certifications advantageous.
• Project Management certifications advantageous.

Experience:

• 12+ years’ experience in IT Operations, Field Services, End User Computing or Workplace Technology environments.
• Minimum 5 years in leadership or service ownership roles.
• Experience managing multi-country support operations.
• Experience managing outsourced service providers and vendor ecosystems.
• Experience leading workplace support transformation initiatives.
• FMCG, manufacturing or logistics industry experience advantageous.

Skills:

• Field Services Management
• End User Computing (EUC)
• Service Management (ITIL)
• Vendor & SIAM Management
• Employee Experience Management
• Operational Governance
• Stakeholder Management
• Financial & Budget Management
• Digital Adoption & Change Enablement
• Leadership & Team Development

Deadline:3rd September,2026