The Role

As Senior Service Delivery Manager, you will design, build, and continuously optimise a national 3rd-party installer network; sourcing, qualifying, activating, and managing installation partners to deliver fast, reliable, scalable coverage nationwide.

You will own installation quality, SLA performance, and network coverage end-to-end, balancing speed and scalability with the governance, compliance, and quality standards B2X’s clients and OEM partners expect.

Your Responsibilities

Installer network & onsite infrastructure

Design, build, and continuously optimise a national 3rd-party installer network capable of delivering ESL, camera, and commercial display installations at scale
Own the sourcing, vetting, onboarding, and performance management of installation partners and thier field technicians
Establish and maintain the onsite infrastructure, tooling, and processes required for consistent, high-quality installation delivery across a distributed partner network
Develop scalable scheduling, dispatch, and job allocation processes that maximise coverage, responsiveness, and cost efficiency

Service delivery performance

Own installation quality, SLA adherence, and first-time-fix rates across the installer network
Monitor and report on installer network performance — capacity, coverage, cost-per-install, quality, and customer satisfaction
Proactively identify coverage gaps or network risk and take corrective action ahead of client impact
Act as the escalation point for onsite service delivery issues, resolving them swiftly

Governance, compliance & continuous improvement

Establish clear installer agreements, insurance, safety, and compliance standards across the network
Partner with commercial and legal teams on installer/partner contract structures and terms
Build and maintain installer training, certification, and quality assurance programs
Continuously refine processes and playbooks as the network and delivery model matures

What We Expect From You

Build a nationwide installer network that is reliable, scalable, and cost-effective
Scale installation capacity in line with pilot and project demand without compromising quality
Maintain strong SLA performance and installation quality across a distributed workforce
Be a hands-on operator — comfortable building infrastructure and processes from the ground up
Apply honesty, initiative, flexibility, and confidentiality in everything you do

Your Profile

Required

5+ years of experience in field service delivery, installation network management, or workforce operations, ideally within retail technology, telecoms, or a similar field-services industry
Proven track record building or managing a 3rd-party installer or field technician network at scale
Experience with, or strong interest in, gig-economy/on-demand workforce models and the platforms that support them
Strong understanding of onsite installation infrastructure for technology deployments — ESL, camera, or commercial display installation experience preferred
Excellent vendor/partner management, negotiation, and performance management skills
Comfortable working autonomously in a remote-first environment, with significant domestic US travel to sites and partner locations

Preferred

Experience with field service/workforce management platforms (e.g. job dispatch, scheduling, credentialing tools)
Background in retail technology rollout, telecoms installation, or last-mile/field services
Experience building installer certification, quality assurance, or compliance programs

Location

USA

What We Offer

A high-visibility, build-from-scratch role shaping B2X’s US field delivery model
Direct influence over how B2X scales Retail Automation installation capacity nationally
Competitive base salary + performance bonus + benefits