Job Description Summary

The Senior Functional Leader – Field Service Dispatch is accountable for defining and delivering the future-state vision for field resource dispatch and mobilization within the Integrated Service Management (ISM) multi-year digital transformation program.

This role leads the design and deployment of a standardized, system-driven dispatch model that ensures the right resources are assigned, mobilized, and ready to execute outage work efficiently and predictably. Partnering closely with Resource Management and enabling functions—including Immigration, Competency Management, and Field Service Coordination (FSC)—the leader ensures dispatch decisions are optimized, compliant, and aligned with operational and schedule requirements.

Job Description

Essential Responsibilities

• Business Strategy & Vision: Define and lead the enterprise strategy for field resource dispatch and mobilization. Evolve dispatch from a reactive coordination activity into a predictive, optimization-driven capability that ensures execution readiness, resource quality, and on-time outage delivery at best cost.
• Process Harmonization & Operating Model: Drive global standardization across TFA, Craft, and Onsite Services, establishing ONE Field Execution Team operating under a single, integrated model. Embed Lean principles to eliminate inefficiencies in dispatch, mobilization, and coordination.
• Digital Roadmap Ownership: Own the functional roadmap for Field Services Fulfillment. Enable seamless integration between upstream demand signals and downstream execution, leveraging Salesforce Field Service and optimization engines to automate dispatch decisions and improve utilization. Ensure scalable, governed solutions with minimal customization.
• Below is primary process in scope.
  • TFA & Craft Dispatch Management
  • Resource reallocation and recalibration driven by event date changes and schedule shifts
  • Integration with Competency & Certification Management to ensure skill-match accuracy
  • Integration with Immigration & compliance processes within Salesforce
  • Coordination with FSC (Field Service Coordination) for seamless craft mobilization
  • Evolution toward automated dispatch using Resource Optimizer / Salesforce Field Service
• Transformation Delivery Partnership: Serve as the primary functional counterpart to IT. Co-own solution design, validate blueprints, and shape delivery to ensure alignment with business priorities. Drive clarity on requirements, scope, and value-based prioritization.
• Change Leadership & Adoption: Drive adoption of a system-driven dispatch model, replacing manual coordination and tools. Align stakeholders, clarify ownership, and embed consistent practices across regions.
• People & Capability Leadership: Establish governance, decision rights, and escalation frameworks to enable rapid and confident dispatch decisions. Build organizational capability to operate in a data-driven, execution-focused environment.
• Legacy Application: Own functional accountability for legacy dispatch and resource management tools, ensuring controlled backlog delivery while supporting transition and sunset aligned with the ISM roadmap.

Qualifications

• Bachelor’s degree from an accredited university or college.
• 7+ additional years of experience in cross functional roles supporting Commercial, Supply Chain, Field Services, Region Operations organizations

Desired Qualifications

• Proven experience leading service, operations, or field service transformations across regions using Digital Technology.
• Strong background in process standardization, Lean, and operating model design.
• Functional expertise with GEV Applications specifically ServiceMax, Resource Optimizer and Data Lake.
• Demonstrated ability to translate business strategy into scalable digital solutions in partnership with IT.
• Experienced individual contributor with strong cross-functional influence and executive communication skills.

For candidates applying to a Canadian-based position, the pay range for this position is between $118,100 and $168,100 CAD. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. 

Bonus eligibility: discretionary annual bonus.

This posting is for an existing vacancy.

Additional Information