Our goal is to develop SLS Alliance into an AI-first service company for distributed physical infrastructure, providing installation, preventive maintenance, emergency repairs, and lifecycle service for equipment operating across multiple locations — including lockers, vending, retail tech, IoT devices, and other infrastructure where uptime is critical.
In this role, you will be responsible for managing service and maintenance projects across European markets, coordinating field service engineers and external partners, overseeing service delivery, and ensuring that client commitments and SLA requirements are consistently met. You will manage the full project lifecycle — from service planning and resource coordination to execution, performance monitoring, reporting, and continuous process improvement.
This role is a strong fit for someone who combines hands-on service operations and project management experience with a structured approach, understands the challenges of managing distributed field service operations, and is motivated by the opportunity to help build and scale a new service business direction from an early stage.
Mission
To build and scale efficient, reliable, and standardized field service and maintenance operations across Europe by applying proven industry expertise, optimizing service processes, developing a distributed network of engineers and contractors, and ensuring consistent service quality and SLA compliance. To transfer practical knowledge to the SLS team, successfully launch new service projects, and establish scalable processes for long-term service delivery.Requirements
- 3+ years of hands-on experience in Field Service Management, Maintenance Operations, or Service Project Management for equipment deployed across multiple locations.
- Proven experience in a mature field service or maintenance company, preferably providing services to multiple B2B clients and equipment manufacturers.
- Strong track record of building, managing, or improving field service operations, including ticket management, engineer dispatching, scheduling, SLA monitoring, escalations, and reporting.
- Experience managing distributed teams of field service engineers and external contractors across multiple cities or countries.
- Practical experience in organizing installation, preventive maintenance, corrective repairs, and equipment dismantling.
- Ability to develop and implement service standards, operational procedures, technical instructions, checklists, and quality control processes.
- Experience launching new service projects and transitioning pilot operations into stable, recurring SLA-based services.
- Strong understanding of service performance, operational costs, resource planning, and service efficiency.
- Ability to transfer practical expertise to internal teams through training, knowledge sharing, and hands-on implementation of new processes.
- Experience with Jira Service Management, Service Desk, CMMS, or similar service management platforms.
- Strong problem-solving, project coordination, and B2B client communication skills.
- Languages: English and Russian/Ukrainian.
Responsibilities
- Service Operations Development: Assess existing service processes, identify operational gaps, and implement improvements based on proven field service management practices.
- Process Optimization: Establish and improve workflows for service request management, engineer scheduling, dispatching, SLA monitoring, escalations, and reporting.
- Field Service Coordination: Plan and coordinate equipment installation, preventive maintenance, emergency repairs, and dismantling across multiple client locations.
- Engineer & Contractor Management: Coordinate distributed teams of field engineers and external contractors, monitor performance, resolve operational issues, and ensure service quality.
- Service Standards & Documentation: Develop and implement operational procedures, technical instructions, checklists, quality standards, and service reporting templates.
- Knowledge Transfer & Team Development: Share practical field service expertise, conduct training sessions, and support the team in adopting new processes and operational standards.
- Project Launch & Implementation: Coordinate the launch of new client service projects, manage pilot operations, and ensure a smooth transition to recurring SLA-based maintenance services.
- SLA & Quality Management: Monitor service performance, ensure compliance with contractual SLAs, investigate delays and recurring technical issues, and implement corrective actions.
- Client Communication: Maintain regular communication with B2B clients regarding service progress, incidents, operational performance, and improvement plans.
- Operational Efficiency: Monitor service costs, resource utilization, and operational performance, identifying opportunities to improve efficiency and service delivery.
Key Goals
- Build and Optimize Service Operations: Assess existing service processes, identify gaps, and implement efficient, standardized workflows for field service and maintenance operations.
- Ensure SLA Compliance and Service Quality: Establish effective processes for service requests, engineer dispatching, escalations, quality control, and reporting to ensure reliable service delivery.
- Develop and Standardize Field Service Processes: Create and implement operational procedures, technical instructions, checklists, and quality standards for engineers and contractors.
- Transfer Expertise and Strengthen the Team: Share proven field service management practices, train the SLS team, and support the practical implementation of new processes and standards.
- Successfully Launch New Service Projects: Coordinate new client projects, manage pilot operations, and ensure their transition into stable, recurring SLA-based maintenance services.
- Improve Operational Efficiency: Monitor service costs, performance, and recurring issues, implementing practical improvements to enhance service quality and operational effectiveness.
Benefits&Cooperation Format
- We are open to different cooperation formats at the initial stage, including part-time engagement or a consulting format, with the possibility of expanding the role in the future.
- Preferred location - Warsaw, Poland, with a hybrid work format. At the same time, we are also open to candidates based in other European countries.
- Direct impact on business growth in Europe.
- Opportunity to help build and develop a new service business direction, establishing processes, standards, and operational best practices.
- Work with complex B2B service solutions in smart infrastructure, engineering, field service, and maintenance operations.